Sounds bad, but you should see some Citibank branches -- they dont even make the call for you nor do you get a place to sit down -- I was trying to resolve an issue and the representative literally took me to an in-bank phone booth, dialed the number and handed the phone to me. Basically -- deal with call-center-hell while standing up. What's the point?

The good news is that this behavior is not universal, I looked around and there are banks with great customer service (in my case, i found ChaseManhattan to be superb, though it may be due to my "tier" and how much money i keep with them.)