Poor helpline service

Was trying to assist an international visitor who has been trying over the past 3 days, to access forex sent from the UK. I attempted to call the bank to establish if they were online so she didn't need to make a 6th unnecessary trip to town. Firstly, the recording you're expected to follow is of shocking clarity, noisy & difficult to hear. There is no option to choose a general query at all, despite having to give my ID no. & then asking for an account number! Shocking service all round.