Fnb life funeral call centre barrier to get proper service.

To whom it may concern.

Today I called into the call center to change my debit order date. The first time I called in the voice tone say that the number at extension..... is busy. The second time it rang and then the call just went off. My question is how do you run a call center in that manner where clients have to undergo such enormous post sale barriers to just do a simple thing like change a debit order date. Please have someone email me to assist me as I am not always able to answer calls.