Not idle, they just don't have anywhere near the needed number of staff... You'll be lucky if you can get through within 10 minutes!

They've been in a state of permanent "oversubscription" 24 hours a day for at least the last 5 years!


Then to have a call centre worker idle for 10 seconds.


Shame they can't also be fined for moving thousands of Morgan Stanley customers over to their system without sorting things out so that their new customers could do ill-considered things like register for the online account management services, or use said system, then all that had worked perfectly well under the Morgan Stanley accounts.
The only help they could offer was advice that they're aware of the problem, it affects ALL of the Morgan Stanley customers acquired, and that hopefully they'll have it fixed soon.