Bad service

Once again major lack of service. Contacted the self service number and requested tax certificates. After not having received then two days later tried to phone to check the e-mail address they have on file. It is apparently impossible for them to check my e-mail address as phoning from home is not good enough I need to go to a branch....... oh yes, they will send a change of details form to my e-mail (which one?) For me to complete!