Online portal sucks!!

<p>Dial Direct call centre agents and even tv commercials always advise clients to use the online portal to make policy amendments.</p> <p> </p> <p>I’ve tried this how many times yet it always gives me the same error message: “Referred to an agent. Unfortunately, we are unable to continue with your request online. A call centre agent will contact you shortly to assist you in finalising your changes”.</p> <p> </p> <p>What is the use in advising us as your clients that there’s no need to talk to an agent and we can use the online portal to make changes if it does not work! Then the agent also never contacts me!!! I’m thinking about switching soon.</p> <p> </p>