Service lapse

I have been trying to get the bank to stop a debit order on my account and I'm being sent from pillar to post in resolving what seems to be a straightforward matter. Since this bank prides itself of being digitally savvy, I can't reverse a debit order on my account via their banking app in the comfort of my home.

To compound matters, I have a Personal Banker whose hands are tied and who seems helpless to assist. I have to interact with different departments of the bank to resolve my banking issues and this begs the question: what is the use of having a personal banker?

Be that as it may, my personal banker tried to help by calling the relevant department and was left holding for a good 42 minutes until I hung up.I then went through their secure chat and have communicated with three (3) consultants who have discontinued the chats after having provided them with all the relevant information. On each occasion after the chat has been discontinued, I have to wait in line and told I'm number 48 in the queue.

This is a bank that prides itself as being the tech savvy bank and which wins award after award every year yet can't enable me to do such a basic transaction in the comfort of my home.