In answer to you question, what went 'right'...nothing...have you ever watched a film where the goodie is battling to overcome brurocracy,incompetence and every other modern world negative experience..I used to work in a bank and could speak to a 'real' person...even the branch was measured on how quickly the phone was answered...senior management would be unhappy if the monthly report showed that the branch wasn't up to scratch in terms of customer service...not any more..I suggest the CEO Jes Staley does his job and earns his salary and sorts out the shambles that Barclays customer service now is..if you decide to offer remote customer contact then you have to offer double the customer service approach..it's not rocket science.. I somehow think this message and my suggestions will be put in the nearest waste paper bin...but,like the ending of the film..the goodie might eventually win the day...