I have an account with them, I pay my account via debit order and is always on time

I have an account with them, I pay my account via debit order and is always on time. I have never missed a payment or delayed. But they don't sent my statement of account. So today when I request it I realize they have my address wrong, so when I called to rectify their mistake I'm now required to travel as far 45km from where I stay to rectify their mistake I bought two separate time there but now all of a sudden i must go to the shop.