Poor service and nedbank is unable to help me

I did a home loan with nedbank about 2 years ago. The entire process was done online. I have now made additional payments to my home loan and have called Nedbank to recalculate my debit orders. I have rerouted 3 times, only to be told that I have to go to a bank branch. I find this ridiculous because I did my entire loan process online but you want to inconvenience me to go to a branch when I need to restructure my debit orders. No one could help me. I even tried the chat and they asked me to call. I called and they rerouted me 3 times, and told me to go to the branch