Retrogressive communication options

Since stopping the secure message from the internt banking profile. Customers now have to go into the bank for things that were previously done from home. This requires the expense and effort to go to the bank. ridiculously long queues. More importantly with Covid I am at risk going to the bank. I have 3 service requests that are apparently resolved according to sms received from the bank telling me I would be contacted which has not happened. This was in 23rd April. In addition I have not seen the refund on my statement. I need the bank to contact me as promised and would strongly reccoment the reintroduction of the "seceure sms" on internet banking. Lets continue to move forward not backwards