Atrocious Private Banking Experience

I've had the most useless series of interactions with a company I've ever experienced.

First off, I get an SMS in the middle of the night saying: "Transaction declined - card problem. Call your Private Banker or ***". 0 useful information in there, leaving me panicking in the middle of the night with no way to find out what's going on. "Card problem" is the most useless, generic error I've seen in my life.

Next morning, I try to see find my private banker's details on the online banking website, which looks something like this: Your Private Banking team Tel: Cell: email: Again, no useful information. How are my private bankers details completely blank?

So I call the call center number provided in the SMS, which has ads that play at volumes that will definitely damage your hearing, mixed in with other messages that are really soft. A recipe for irritation when your phone alternates between whispering and screaming in your ear. The ads push the "award winning" app down your throat literally telling you to "hang up". Don't tell me to hang up when I'm trying to sort out a banking issue! Eventually I get through all the hold ads and get... silence. Just silence for 5 straight minutes. A dead end, so I hang up.

So I call the private banking call center number I found on the online banking website. After providing details like my ID number I get told I've been sent a message in the app and the call just quits. I'm trying to talk to a person to find out what's going on with my transaction!

So I check the message and it says I should use the secure chat. When I message the secure chat service I get told I'm number 246 in the queue! So I promptly left the queue. This leaves me with no way to get in contact with anyone at the bank to assist me.

As I Private Banking client this entire experience has been atrocious. I pay a premium for quick access to banking services when I need them, and when I urgently need them to find out what's happening with my credit card I'm completely unable to contact anyone.