Incorrect direct debit on new account

[#1]

I requested a move from John Lewis (which was Plusnet) direct to Plusnet and was quoted a price but the email with direct debit confirmation is more than twice that.  I have not been able to get through on the "award winning customer service " for several days despite trying at different times.  The service is stated to be 8am-8pm 7 days a week on the online page, but I tried yesterday (Sunday) and automatic reply gave different hours.  I can't understand why there is no email or chat option.  Finding it very frustrating and wondering if this is typical of their service!

[#2]

Hi @Catlab, could you send over a private message with your username please so I can have a look into this for you? - Adam

[#3]

Hi Adam

How do i send PM?  I did manage to get through on the phone finally today and was helped although the email from that conversation has another incorrect DD, but at least it's nearer the correct one.  They have said they will keep an eye on it so we'll see when DD goes through.

[#4]

You send a PM to someone by clicking on their name then clicking SENT PRIVATE MESSAGE on their profile page.

Note that you need to have gained SENT PM permissions, which needs 3-5 posts on here.