Tracher staff playing games with clients

I have ported my complaints and Tracker has rep**** via email saying that MY BANK has asked for the debit order to be higher that that I signed for. My bankers say that they can't decide on an amount on my behalf. Is the Tracker employee being truthful?? Secondly I have asked Tracker agents / employees to call me on my land line - they are doing this BUT ONLY LETTING IT RING TWICE which does not allow enough time to answer the call. They think that they are logging a call which lets them off the hook - IF THEIR BOSS was wise he / she would look at the call log and see that they are playing games ( see how long they allowed the phone to ring )