bad chart service

i have been trying to pay for my mom's monthly subscription and set a debit order for that but I am failing always, I have tried 3 time for far since late last year December I'm failing dismally, I have just chart to Glacia today about that she asked for id and bank statement of which I did attach to our chart but still I couldn't be help as my online bank statement doesn't have the bank statement and I told her ill download one while I was charting to her and she approves that. after all the efforts taken for that then because of missing bank statement even though she was aware I have just downloaded that online few minutes ago she rejected them. The service I got is not welcoming at all.