ive had to go to the bank a few times recently - I had phone problems and couldn't get my app to work. I was going in for things like transferring money or making a payment. I noticed that each time, the worker standing helping the queue would ask me what I was waiting for and would tell me I could do it on the app instead. I was always polite and said thank you so much for letting me know but my phone is having problems with the app and I would rather do the transaction at the desk. They would then tell me about how they could help me with the app If I just couldn't use it, and I would say back that I can use it but my phone keeps crashing and I deleted the app because of it but thanks anyway for the offer, then I got another offer for them to help me redownload it on my phone. I eventually said thanks anyway but I'm not interested and would rather just do it in person, but I had to bite my tongue and stop myself being like piss off and just let me go to a desk and accept that not everyone wants to use the app! I noticed it was happening to everyone else too and it was so frustrating- I understand its their job to get people using the app instead of a real person, and I know its not the individual employees fault and they're just doing their job, but it is SO annoying after saying politely 'thanks anyway but I would like to see a real person!'
my older relative (70s) had a similar experience- she has the app but prefers to see a person in the bank for big transactions (eg paying the kitchen fitters) and she basically got harassed in the queue for not wanting to do it on the app. eventually she said
the other day I had to make a large payment (my phone is fixed now and I can use the app and usually do!) and felt more comfortable going to the bank for it- the payment was several thousands so I would have been nervous anyway, but I had a sore head and didn't want to do it on the app and worry I had done it incorrectly. Honestly, it was like being interrogated in the queue and I was polite and assertive but eventually I just wanted to scream LEAVE ME ALONE AND LET ME GO TO A DESK
Fully prepared to accept I'm being unreasonable and grumpy haha. But bloody hell, does anyone else get annoyed at this?!