Absolutely not 
100% make it easier and more clear to give information to what the customer is looking for.
Basically what I said.
It’s likely designed in a way of urgency.
Someone could be guided to find their statement (amount of times I seen this query at monzo) , but if they’ve multiple fraud or severe mental health, an option to talk should be easily visible in urgent situations.
The rest pushed through options to resolve what it is they’re trying to do (majority can be done themselves), until maybe 3-4 times, not 1 shot and there you go.
I know my place is reforming their telephony lines and nothing non urgent goes right to the bank of a queue with a prompt “you can do this on the app/via the website” instead of having to call.
While they can still get in touch, the simple stuff that can be done themselves but refuse to, sends them to the very back of the queue.
Yes make it easy for those in dire need, but those who refuse to help themselves, go through a few hoops just to learn a thing or two (in a positive way, not as a hard lesson).
Teaching the basics at one point could bring future self awareness to do things themselves again future - the gratitude from past customers having explained/provided guidance through the app to do something has been rewarding (unless they are wholly incapable, we are encouraged to not do processes over the phone that customers can do themselves), and it does work.