Competency in customer service

About 6-9 years ago, Ally imo was really good. Customer service was at their peak level, transferring to different departments while on the call was excellent, no drop calls, wait time was minimal (1 minute max), and the app service was nice. Over the past 2-5 years, I've experienced quiet the opposite. I get a lot of calls being dropped during my explanations, transfer calls are directed to either in the same department for someone else to deal with my questions, spending 30 minutes sometimes close to an hour just to figure out what happened to my money, call backs are now longer and sometimes unpredictable, the app doesn't work sometimes (it's not an end user problem...so chill), and finally the competency is not their strongest.

Anyone else experience this? I'm switching bank just because I've had frustrations with them for some time now.