My complaint:
The phone system does not provide an option to speak to a live person.
This may result in your customer having to come into the branch (perhaps from another city) to resolve a concern or question also resulting is customer dissatisfaction anger.
If you do not have an issue that matches the systems predetermined ones, you get nowhere!
Not all persons contacting this bank has an account there but may be acting on behalf of another person (i.e. lawyer, trustees etc. or person who thinks they may have lost something at a branch).
Suggested solution:
Update the telephone answering system to include a zero out to speak to a live person.
