Not A Smooth Transition--Not Geared Toward Customer Service

Gateway Bank, a small local bank, has now become S&T Bank.  It has been a very rough transition, to say the least.  We used Gateway Bank for our law office banking, and I had a personal checking and home equity loan there.  Let's start with our office's experience.  We were never provided with the folder of information to help through the transition, and were only given a week's notice of when S&T would go "live" with our accounts.  The customer service reps at S&T bank seemed to appear indignant that we were not totally prepared, even though they hadn't gotten the information to us to prepare, i.e., with our payroll service, nor did they offer to assist with this process, and indicated they were "hopeful" our first paychecks would clear.  This left our employees unsure as to whether their paychecks would be processed in a timely fashion.  Luckily, they were.  My personal experience was setting up my online banking.  I tried it three times, unsuccessfully, and eventually called the dreaded customer service number. After being on hold for a while, the rep did get me into the online banking system, and I asked her what I had done wrong.  She said I had done nothing wrong, but it's very common to have to call in to have them do the last step.  I asked why they didn't reveal that little gem of information online, and she said it's because some customers don't have to call to get it working.  Now I look at my home equity loan statement, and there was more interest applied (as opposed to principal) than when I first got the loan!  Back to the dreaded customer service line.  I'm now waiting for a return call with an explanation.  Think I'll get one???  My next call is to First National Bank to get my home equity loan refinanced--away from S&T!