Not too Direct are we?

So I've been calling their call centre to change my debit order date but it's been a mission. I previously called and was told it was too late as the change must be within 7 working days before the debit date. I understood - I then tried again this month but have consultants who place you on hold for 10 minutes without getting back to you or they answer and keep quiet before they hang up. Debtors need to fix the mentality of their call centre agents because they are affecting us who want to pay on time. Even sending emails doesn't help since responses are given weeks later.