Time to change to a bank that will actually help!!!

Yesterday morning I went to carnival mall to increase my payment on a loan I have with the bank and to pay extra so I can close the load faster. I was told to do call in or do it over the atm. Conveniently the atm gave issues and I couldn't do much.

Today I call the call center and buthile tells me I have to do it from the app. Their tag line "how can we help you", hasn't been contacted to their staff. Why give a client the run around and instruct us to do it via the app or call in when all they should be doing is make our lives more convenient. We all don't have the luxury of downloading apps, visiting the banks or even calling in. This bank has given me so much negative service when I as a long term clients needs assistance to get things done. What's the purpose of a contact number or the branch when they refuse to to assist with our financial services. Why do we keep useless banks around that give poor service when you require their help