Banks - Grrr!

Is it just me that finds it, or do others think that banks are getting more and more user unfriendly? My mum has an account with HSBC, over which I have power of attorney. The branch is 180 miles from where we live, so I have set everything up for internet banking. However, I have need to actually go and speak to someone at the branch, when we visit that part of the world shortly. I had a look online but it was not possible to book an appointment. So I phoned the only number they provide. This, on an automated system, proceeded to ask for the bank reference, account and date if birth, then about 15 mins wait to get a person. When he answered I was asked for numbers from my phone banking code and memorable info. I don't know I said, I don't do phone banking, only internet. Oh those are different says he, you would have been sent codes for phone banking. I was I said but shredded them as I did not intend to use phone banking. I only want to make an appointment to see someone at my mums branch. Oh you have to pass security to make an appointment says he, or anyone might do it. I am quite happy to prove who I am when I arrive for the appointment says I. That is not acceptable says he. Well to cut a long story short, after another 20 mins or so of being put on hold, while he checked with a higher authority, he decided I could make an appointment. However, the next available was the 16th November. You must be joking says I. I'll get the bank to phone you says he. Total time on call 40 minutes.