Utterly frustrating admin process failure

Same old, same old, admin issues. I am trying to register my children early, according to their recommendation, to get discount of 10% on quite expensive books. However, they get the details confused about my wife, guardian and me the account holder. Now they try to run Debit with my wifes ID and it fails. We cant fix it on the website ourselves it does not allow that. Last year it took us three weeks to resolve. We logged a call for help, no success ....