Standard Bank call center sux

I purchased some electricity on the 29/11/2022 I received the sms but it did not work I then tried to call customer care and that is where the wheels fell off the bus I was not able to talk to any human and the voice prompt was not very helpful in anyway I was constantly asked to enter private details and then when I was done I had to create a whole new profile just to use a self help service And after going through all of the above the call gets cut and the whole process starts all over again Why do I not have the option of talking to a human Has the bank fallen so far from grace that they no longer believe in the human touch / interactions