Worst customer call centre experience

This is the worst company to deal with on the phone. My husband has an education/savings account with them, he changed banks and called them to changed his details, he called them and no answer for 45 minutes and because he can't be on the phone while day waiting for someone to answer he asked me to call and give them the new bank details. Firstly I waited 30 minutes listening to their music then the IVR says if u calling on behalf of your own account press 1 and if u calling on behalf of someone press 2, so I chose 2 obviously because I was given the option. A lady answers then tells me I can't call in on behalf of him.... So y have the option she couldn't answer me, secondly I asked what other option does he have if he can't call again she says she can send him the form via email to change his details but that is also going to take very long or he can go to a branch and change the details. The call centre really has no customer service, to make people wait that long and then have no solution to the problem... They are pathetic to say the least