Bad service

I had a query with my husband's debit order that did not go off as instructed, i was phoning them to arrange a new debit date, however i had to hold the line for more than 55 minutes, when at last they answered, only to hear they are not allowed to speak to me, i am so disappointed in the amount on time it took to answer my call. the operator did mention that she will call my husband, so lets see what happens.