Worse service ever

Im so disappointed with the service i git from the bank. I have a revolving loan with the bank which im trying to pay off. I called their customer services to reduce my limit after making payment and it was done with no hustles. I made another payment end of june and called again to redice the limit which the consultant refused to do as tgey were not allowed to do it and that it could only be done inside a branch. I asked for tge matter to be escalated as i felt she was giving me wrong information since i was a ssisted a few weeks before. Suddenly she could help me as a once off but the rediction was not done. I decided to go to rhe branch yesterday and when i got there at 9am,i was told they have already selected the maximum number of people they were going to assist that day. I thought with thus pandemic businesses would try and avoid physical contact by allowingg customers to be assisted digitally and telephonically instead of insisting that we visit a branch.