I'm a member of Metro Bank and recently had to deal with their AI on the phone.
It was a complete waste of my time, kept on misunderstanding me and in the end I just grey rocked it and repeated that I wanted to talk a person.
After said lovely person helped me with what I wanted, I also asked to raise a complaint about the shittyness of their AI.
My complaint was upheld.
I recommend each time you come across shit AI that is wasting your time to raise a complaint. The more people that push back against this the better. It also helps people inside the company to push back against it as well.
I also got apology in the form of money.