Unhappy

I called to make arrangements since my account is handed over, I gave them my banking details and advised that they should debit on the last day of the month but they did not listen, I called again to cancel the debit order arrangements since they were not doing what we agreed on, the agent advised that he will talk to his superior then call me but did not instead I kept getting message about increasing my debit order installment. I called again to check if they cancelled the arrangements, they told me they are unable to do so on their side I should go to the bank while they know that the bank can only do that for a month since their reference changes every month..I believe the DCC should look it to such things.