I do most of our banking online now, and I may pop into the bank the odd time.
So this morning I wanted to sort something out so I had to make the phone call.
Press this add that, take this, also this log number and on and on it went, the once I had done all this, it gave me my balance. What the hell.
I wanted to speak to a person, so press this and the voice I heard was "We are busy and you are number ?? in the queue."

Ok the voice lied because a chap came on then, and asked what he could do for me today.
Two things I said. First one was me moaning having to press this and that and then get my balance and all I wanted was to talk, the 2nd, we talked and it was sorted out.

Online banking is good, but talking face to face is better.