Online banking could be improved

Usually fine using this bank. I have had issues with the banking site. Last year a withdrawal notice appeared that was dated far into the future. Despite the fact that there is a provision for cancelling the withdrawal instruction there was a technical problem preventing me from doing so. It took the IT department two weeks to sort this out. Then this year the widget for giving a withdrawal instruction seemed to disappear. I called the helpline on the number given on the online banking section. The man who answered said that he was unable to assist me despite the fact that I had my online banking site open and ready for him to assist me. He told me to go into the branch for assistance. I went into the branch and I was charged a high fee for the withdrawal. I have never paid this fee before and would not have had to go into the branch if the person who was meant to assist me telephonically had done so.