Extremely bad customer service and online updates not taking place

So I changed my banking details on their "Manage My Policy" online. It is on my grandmother's policy that I was paying for. I updated the email address, contact number and removed my name from the policy as well as changed the banking details from mine to hers. All updates besides the banking details took effect but the debit order was still removed from my account and when I called the call center both today and yesterday. I was told they couldn't help me because I didn't have the banking details that was already supposed to be on their system because I already updated it! Forget about the fact that a FULL premium went off of my account that I did not budget for and I cannot do anything about it otherwise they reset my grandmother's well deserved cash back! Way to go Dial! Bankrupting families as far as you go with faulty web systems that you advertise for everyone to use.