Online Option Change Not a valid method

Resolution webpage splash screen clearly shows option change - click here and submit form, which i did - even received a mail confirming that someone would contact me shortly to complete the necessary documents for the option change. When I phoned the help desk to follow up as I hadnt heard anything the lady said that was not a valid option to change schemes on the website and she would need to send me a form to complete - REALLY - take it off your website if its not valid - what poor service - what if i didnt phone to follow up. Now i need to complete the form and submit at this date near Christmas -- This better be processed before the required time so that my January debit goes through on the correct amount and scheme