Debenhams/Santander Card - Horrendous experience

UK store card for a UK Company. Why then is customer service based in India? Frustrating telephone system - ridiculous auto-service before one even reaches a human being, with several security questions having to be auto-answered then asked all over again when one does get to speak to a human being. When money is owed to them, strangely enough, THEN a representative based in the UK is available, per my call 21 November. I had missed a payment - first time - as the statement wasn't received & I've been unwell, so my conversation that day was to pay owed funds and set-up a direct debit arrangement. Lovely, helpful UK adviser promised that the late payment fee would be cancelled. Then, I receive a confusing statement by post and frightening "debt/legal action" correspondence. Despite being currently on medical leave, I've spent now over an hour this morning trying to talk with someone in the UK about it. Why is this considered such a huge request? I LOVE India and have lived & worked there, but I want to speak with SOMEONE IN THE UK!!! I will NEVER shop at Debenhams again, nor will I have anything to do with any service offered by Santander. If I'm in any retail outlet and hear abother customer being offered a store card financed by Santander, they will be offered my opinion. Dreadful, shameful service.