I've had this experience with Ally bank. Their SMS-only 2FA, lack of international wire transfers, and compete failure to work with Plaid drive me insane, but I'm still using them because I get a kind, helpful human every time I call.
Except when it is not. With Ally customer service - I was once on hold for more than hour before I could speak to an agent. Not the ideal scenario - and their backend systems were not even able to resolve my issue even after multiple calls.
