Abysmal customer 'service'

I wanted to do a simple exercise -- change our debit order from my husband's account to my account. I have done this recently with other companies -- medical aid and insurance to name just two. All it required was an exchange of emails and a day later it was done. To do so with MWeb, I had to log on to the website and then the problems started. The account was originally registered in my husband's name and mobile number. He is now elderly (85) and frail and no longer uses a cellphone. I dialled all the numbers given on the website but came to a dead end every time when it said an OTP would be sent (to my husband's phone, which no longer exists) to allow me to proceed. After numerous phone calls I actually managed to get hold of a human being in the tech department, who, although he couldn't help, had the kindness to put me through to another department. I have at last been sent an OTP Registration form which I have emailed back with the requested documentation. I now await confirmation that the mobile number has been changed from my husband's to mine then I will have to find how, on the website, to contact the accounts department to change the debit order. MWeb is not alone in handing over all its administrative work for its clients to do. It is an unfortunate and growing trend today and one that they unfortunately get away with. They should remember that not everyone is a tecchie whiz and would like to be able to speak to a helpful customer services agent, not listen to these ghastly chirpy recorded messages that lead you (in my case) to a dead end. This has been one of the worst customer 'service' experiences I have ever encountered.