Very unhappy service

Terrible I recently experienced, have been a loyal member for such a long time. My app cannot update to the latest version as I'm on huawei g7, I then decided to give them a call so I can get them to assist in reversing a debit order. Finally got to a consultant and she authenticated me and advised she will transfer me to another department, while still expressing my dissatisfaction we got disconnected :( I am very irritated especially because of the ridiculous bank fees we pay we should be getting some descent service.