Discovery vitality - it’s not my job situation.

Discovery Vitality! Can’t book a flight because for the very 1st time ever, my husband’s names (full names) are too long - too many characters. Called and emailed the departments of the medical aid, vitality, bank and even Kulula, the one said we need to call the other - it’s a not my job situation. Calling and emailing back and forth for 2/3 days already - still nothing. Tried to change it on the site, making the last 2 names just initials but it still pulls through as his full names. Why does it happen now for the first time ever, never had this issue. What is the use of vitality and it’s benefits if it can’t be used???