Regression on system that was working

I called standard bank to withdraw some money from my investment account yesterday 2 times. They never answered the phone. I tried again today, No response to my call. They actually changed a system that was working, where in one calls the call center and the agent will assist with the withdrawal process and they decided to add an option 5 to withdraw from investment and they don't answer the phone. This is wrong and not working. Now i am advised to go to the branch, just imagine.