Lazy staff blame the customer

I am having an issue with my online banking so I call to get help, I am first asked for my ID number then the consultant asks me for my ID number. Is there a problem with communication? I then tell her my issue and without doing no trouble shooting of any kind, immediately tells me its an issue on my side. So please tell me, how without doing anything can you tell me its my problem? Theres a word for that, LAZY. Your consultant then transfers me to someone who can actually trouble shoot but instead blackhole's my call. I hope this is not the extent of your customer service.