My mortgage was with a bank that had a website but no app and I was happy, and then they merged with another bank and only had an app and no website and I was not at all happy (but the bank they merged with also had their own mortgage product with both app and website and I do not know why they didn't migrate to using that platform). I swiftly moved to a bank that incidentally had a lower interest and both a competent app and website, and I noted to the previous merged bank that the reason I was leaving is that they did not accommodate me. Whether that feedback was heard, I'm unsure.