The guy on the phone said that because we had an account manager (whom I had never heard of) he couldn't do anything to help, and offered to email the account manager (who would get back to me within 24-48 hours).
Called up the account manager, he had never heard of us before so it was news to him he was looking after our (2 phone number) account.
I called technical support who were much more helpful and able to add some extra data for me while I waited for the account manager to call me back.
This is a stupid policy if you ask me, when I want to make a change I want to call one number (the business sales number), and have it dealt with immediately on the phone. Especially when I say it is urgent. He wouldn't even transfer me to a manager, or see if he could get the account manager on the phone himself.