Poor customer service

I’ve been trying to amend my banking details for a policy and it’s such a headache. First of all the fact that I can’t call the call centre and do something so simple is irritating bearing in mind that this very policy was taken over the telephone, suddenly there are so many processes that must be followed. I’ve sent through the required forms and still no luck. The more I respond to the emails to say ‘I’ve sent that form’, the more I keep receiving emails telling me to send the form. It’s really irritating.