Really dire, automated system useless - was responding to a letter asking me to contact them re setting up a repayment plan (not in arrears). Eventually got through to 1st Agent and explained who could not help who transferred me to 2nd Agent who I couldn't understand who then tried to pass me through to Financial Services without success, came back on line and then said would I like to apply for a loan to which I said no - I wish to set up a plan according to the letter I had received stating this could be done over either 3 or 4 years. She did not accept this and was still trying for loan option so I terminated the call. Then tried chat option which was even worse. The internet banking is complex and difficult; the app no better. When the letter suggests you call a number for help - that is what you expect. Now have to go through this whole rigmarole again and am totally stressed out just trying to do the right thing.