Decent price but poor customer service.

I was already a customer of Premium Choice and received a review of my account (Direct Debit) via post, advising me they will continue to take a monthly payment but also of course, had a revised annual payment for the next year. I had decided to pay the amount in full instead of paying via Direct Debit.
On calling the 0845 number, I was on hold for 20 minutes and when I finally reached the young helpful chap on the other end, he then placed me on hold again for a couple of minutes to "review my account" which is fine, I wasn't too bothered at this point. I then explained I wasted to pay my account in full. He then explained that he needs to go through the full account, asking me questions and advised me this would only take 10minutes. Unfortunately by this point I taken my frustration out a little on the young helpful chap and had to apologise to him.
Why on earth would this need to be done, other than the reason to make money off the phone call? They were happy to take direct debit payments off me without asking me questions about the account, so why on earth they was to keep customers on the phone and annoy everyone?
I explained to the young man on the phone how frustrating this was and in the end we decided there was no point in an extra 10 minutes and my feedback had been logged.
Sort it out Premium Choice.