Getting worse as the years go by

I've banked with Santander since 2012 back when the bank used to be competitive and relatively innovative however, the digital age has not treated this institution kindly. They are very difficult to contact outside of the phone, their products have been greatly downgraded and now we lack the ability to even send secure messages through internet banking. The online chat only takes you to the AI bot Sandi which is useless apart from acting as a doorman preventing you from having a conversation with a member of staff, it's often very infuriating. Just over twelve months ago, i was trying to arrange a loan which was all set up and approved on the internet only to find at the end i would need to wait for a code to come in the post (which got lost), seven days later i still hadn't got my funds and on that day i applied to Sainsburys bank and had the funds in fifteen minutes. Recently i've been trying to close accounts and week later, they are still open but never mind, if you have any queries you can talk to Sandi which won't have a clue what you're talking about.