Terrible service!

terrible customer service! I cannot get box office to work. Call the call centre and told to send a whatsapp. send a whatsapp and they first struggle to find my name and ID. finally they do. I ask about the box office and am told my account is overdue. I explain that we are on a direct debit and that the amount goes out on the 6th of the month. The call centre person kept sending me the same message and was no help!