@Theodora I use quite a few different online banks and investment apps and in my experience, it can vary from company to company.
Some I call and get right away while others have long wait times.
One investment company got rid of their telephone support completely and now only communicates via email.
With a lot of financial institutions (banks, insurance, etc.) they tend to fall short when it comes to providing quality, quick customer service. That is one of the perks of having a local bank where you can go and talk face to face.
It is sad, but while some provide overall decent support when you actually get them on the phone, it can take quite a while to do so!