Antiquated system & unhelpful staff

We are a small business that uses Cater Allen as our main bank account. Customers pay into this account, and we pay employees from it as well.

The online banking system is extremely antiquated - payments take 24 hours (48 if you make a payment after 4pm), and it's impossible to add payees/change details without having to phone up. It is a very 'bare bones' system, with zero written guidance or explanation about any of its online services.

Due to the lack of information online, I have phoned up on two different occasions to ask very simple questions. As I am not the Company Director (and therefore the account isn't in my name), they refuse to even answer a very broad enquiry about a term used on the online system. I would understand if I wanted to know about details specifically relating to the bank account, but today I made it clear at the start of the conversation that I wasn't expecting any information about the account itself. The lady I spoke to rudely went on to accuse me of committing fraud, and when I said, "Please could you just tell me what this term means?", responded very coldly. Looking back, I should have just not bothered to explain who I was and just asked the question.

This whole exchange wasted valuable time for us this afternoon, and has resulted in the late payment of an employee - all because simple information isn't listed on the online banking system and we weren't able to meet the ridiculous 4pm payment deadline.

It is totally unsuitable for small businesses, and I honestly can't believe we are spending money on this service.