Discovery Health ....Service non-existant

I have been trying since Monday to change my parents banking detail on the web site but with no luck. Everyday there is another excuse why it cannot be done...I have requested it to be done from there site also with no luck ..why does discover have call centre agent.. That cannot assist or are full of empty promises and why do they have a website that cannot accommodate the user...and why does discovery have a message option on Facebook if they take hours to reply. This service is not bad nor terrible it is non-existant.