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Level 1: Cadet

Changing direct debit details

I have a new credit card and need to update the direct debit details for my Telstra business internet account. But when I log into "Your Telstra Tools" and click "Manage My Direct Debit", I get an error message:

 
An Error Has Occurred
Login user not found.Please contact system administrator. Error Reference: TEGCBM2001 (1585691874656)
 
This has been happening for around 2 months. The error comes up when I use the Ap as well, and it happens in different browsers.
 
A month ago, a chat with a bot and then a human didn't fix it - they can't take the new details over chat and can't send a paper form. I called them and they said the same thing. They said to wait until the current bill was paid with the old card (so there was no outstanding amount due) and then try logging in - but still the error message.
 
Because of COVID-19, I now can't chat with a human anymore, and the bot is obviously useless, and the phones have a huge waiting time.
 
Any ideas? Would going in to a Telstra shop help? 

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