Bad communication and worse call center agent attitude

Bonitas is bad at communicating and the attitude of the their call center agents is the worse. I had requested a changed in my debit account and supp**** relevant document only for the changes to be done after they had already raised a debit order against my old debit account but this information was never communicated to me that they have raised against the old debit order and I should make funds available in the old while the changes will take effect in the following month. Needless to say the debit order when and was return coz of lack of funds in the old account, resulting in suspension of my benefits and a bank charges. Now one has to do a manual EFT, this is really an inconvenience and I ask why do you guys have to have an email commutation when it takes more than 3 days to respond to email communications?