Hi @nosledem, I'm sorry to hear this,
The Online Team generally have a first response time of approximately 3 - 5 minutes, though sometimes due to volumes it can be a little longer.
I do hope you'll give them another opportunity in future to help you out, they're available 24/7 by logging into your Online Banking - you can even send a message via the Mobile App on the go via the "Ask Us" button.
Again I am very sorry you were unhappy with the experience, and I have passed this on to be addressed.
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