Service rendered.

So I went to one of the branches because I have a problem with my banking app and I was told to call from my cellphone because at that branch there were no phones to call from,what kind of service is that?I pay bank charges and now I must use my airtime to phone the call centre? The charges I pay are not enough for me to serve top notch service?Can you guys improve?I wonder if I will be assisted or not by so called the best bank.