Refused assistance at the branch

I needed to change my homeloan debit order details and went in to the branch. They refused to assist me and told me to call the call centere. When I called the call centre there was an automated message saying I need to go into a branch for assistance. How is it possible that a bank can refuse service this way? If my debit order details are not changed the homeloan debit will bounce this month and then there will be charges and all sorts of other problems that I need to sort out. I am disgusted at the lack of service and absolute disregard for customer care.