AWFUL SERVICE FROM CHAT

Absolutely ********** service from the chat facility. All I want to find out is about a loan I took out and the payments made towards it. Every time I ask a question, the consultant just copies and pastes my bank balance even though the query is not about the balance but rather the payments. I wouldn't want to speak to a consultant if all I needed was to see my bank balance, I can see that myself. The staff need to be trained in answering the question that is being directed at them. Please deal with this urgently as it is unacceptable. I have just started in a new job with a much larger salary and to be honest I am considering moving to a bank that can actually provide proper, timely service and answer queries correctly instead of just giving me information I have access to.