Disgruntled, Loyal Customer

I've been a loyal customer for 14 years, yet I have never received a decent service. Your staff are rude, your online banking system is an embarrassment to say the least. However I decided to try apply for a home loan, and only 1 week later did I receive a call, from 4 different people, during the same day. How poor is your internal system that you have staff wasting time, making calls, when another staff member is assisting me!? With saying that, your loan application process is so outdated and your staff make it impossible to streamline the process. It's sad that you assume that your online banking and other online facilities are up to scratch, that you can start closing branches and letting off staff.