Every year I go to get the letter from the same bank for immigration extension. To make it easy I show then a copy of last years, normally the first one stares at it as if it's in Chinese, then passes it on. Often 3-4 workers look at it before someone senior knows what to do for another one! When I wanted to get the bank app working it took them over 2 hours and several tries, that's not an exaggeration. Anything other than deposit and withdrawal is a puzzle for most.