Unprofessional Service

I requested for my e-mail address to be updated. After numerous calls to the call center, I was sent documents to complete, including selfies for FICA purposes as if I have not been FICA'd already. I had a few questions relating to the documents that need to be completed so I called the call center. There was lots of background noise including laughter. Every time the agent would say pardon and I had to repeat myself over and over. Very unprofessional. I could not have a proper conversation so the call center agent said that he will call later the afternoon which never occurred.