Disgusting service

What disgusting service, we have been trying to change our banking details since 2/12/2020. They confirmed that they had changed them on their system. I then informed them on 3/1/2021 that the debit order had not come off my new account. They sent me proof that it had in deed come off, I once again informed them they were incorrect. They promised their accounts department would get back to me. I have followed up everyday since via email and calls (which don’t get answered) we finally got through this morning only to be told they are offline and can not phone us back as they are working from home. They have now suspended the service on our contracts. These phones are used by my children, one who works late hours, and can now not contact me if anything goes wrong! Whatever happened to that thing called “customer service”. As I said before disgusting .