Worst service ever

Phoned 10213 yesterday and on the automated system they say you can email ***, thought this would be a good option as I have some details I need to give to be verified before I upgrade to a new contract. On the email they responded that I need to phone 10213??? So what is the point of the email address? So phoned 10213 again, so they said I need to phone 081180, going through all the steps you get a message to say that you have been sent a sms for self service, hours later no sms. Phoned 10213 again 3 times and every time I ask my question I am just cut off or told to phone another number and then the whole cycle starts again...