Poor service and no support

Cellphone banking has been down now for over 2 months. I use this service, to not have to go through the lengthy authentication process . As the option is not working, I now get transferred to 'customer services' and have no reply for over 20 minutes. Tried twice. Then called the 'complaints' telephone number - got through immediately, and they put me back to 'customer services' with no reply. This is Sunday 09:30 and the automated response is 'please be patient due to high call volumes'. So frustrating - and no recourse. Unbelievable!