Terrible Customer Service and unfriendly Digital Tools

I called their Call Centre on 18 Oct 2022, they promised that one of their representatives were going to call me back. It's now 19 Oct and still waiting for someone to call me back. The bank also has a Private client facility for someone to assist, but trying to find this info is like looking for a needle in a hay stack. What is the purpose of having these facilities but your customers cannot access and easily find this info.