We had exactly the same problem with HSBC. We were sent on a wild goose chase to a branch who then kept me waiting for 15 mins only to be told I needed an appointment. I called again to the central call centre who said I didn’t need an appointment. Eventually guess what, I had to book an appointment. I had to wait 2 weeks for a “business advisor” to become available (the soonest available in central London). Apparently it was because our postal address changed; except it changed last November (we informed HSBC of the change) and these problems occurred months later; I couldn’t make transfers out of the account. Three months later and 6 hours of my time wasted and the account is working again.
The next-gen banks, once they have a full suit of business banking services, will decimate incumbent banks; for too long they’ve acted as if we’re lucky we bank with them, not vice a versa.