What the bank with poor phone system

I got frustrated to call the local bank here again, i would like to check how to send bank draft to oversea and it is quite urgent to send it out too. However, i just could not get through the bank's customer service as nobody picks up the phone though the line was kept ringing there. I wanted to know where is all those customer services or the bank simply doesn't has hired customer services? As being a reputation bank, i think they are absolutely have to install VoIP phone systems to retain their customers, let's imagine will the people willing to deal with the bank with a poor telephone system? As for me, i am seriously considering to change my bank account to another more organized bank.