Unable to update payment

I have tried several times to update the payment on the system either via a website or on the app for android. It is extremely frustrating that it continues to buffer. I contacted the team on this by phone and no resolution and still unable to update. My wife then spoke to the team on the phone and for over an hour there was still no resolution. So, my current payment plan is not in place and I am concerned about the cancellation of the plan due to an inability to get a resolution, either through the website or through a phone call and still no further forward.