TV licence change

I have tried to change from a business licence to domestic as i have closed my small business. Very time you phone for assistance you get no where.For 3 months. Keep on telling you first to take out domestic licence. Keep on getting , sorry you can't. No further explanation on why or interested in helping any further. Went to Game and a wonderful sale person help and said he will sort it out. And he did. Now I wonder, why do they have a call center if they are not interested in helping people that want to pay or have any problem