Unhelpful

As always l always do most of my transactions and amendments via the chat and calls, but yesterday l called to try and amend and update my overdraft facility to be only told that they do not have an option to do it over the phone they can only do it in the bank and the next thing l did was to ask the call centre agent l was speaking to why is that so as l had done the similar amendment over the phone without being referred to the bank later along this is a lock period and most of there branches that are close to me are close, is it a lack of training among the staff or what because l can one do it and the other can not am disappointed and l didn't want to argue with him l just dropped the line because he didn't believe that l had done it before, am not happy with the kind of service l got later along l have banked with you for years