Bad service

Highly annoyed been with debt busters for almost a year. Half way through my repayments no issues I don't even know where the financial advisor assigned to my case is .Monday I sent an email requesting my repayment to be adjusted as I usually do and I'm assisted immediately.some agent replies telling me she needs a valid reason why I want to change the repayment amount ,after logging the request on the website another one tells me she also needs a valid reason why and asks me of I don't want to finish paying of the debt it's none of her business I'm paying every month never missed a payment their attitude is off.