Debit Order Date

I have been using FNB Cheque Account for almost a year now and I even joined the FNB Funeral Policy.The problem started when I wanted to change my Debit Order Date for the FNB Funeral Plan,I went to the branch in Bloemfontein they only connected me telephonically to talk to one of the consultants.The consultant made it clear that he can't help me I must do it myself on the phone but it seems impossible to do it with phone.