Wrong information that can not be changed

Good morning I don't understand with this Alex Forbes thing if they are *********** or they doing it intensional.They have all your information but still on your verification of step 1 address,name and surname they put wrong information that can not be changed is always grey when trying to change it doesn't allow you to do so yet they have your credintials but when you supposed to verify they wrong and cannot be changed..or give an option to change in that manner you cannot go through and claim..They have all your information but still..this is irritating when you need to claim