Inability to remove a dependent from my fund

Notified my broker to remove a defendant from the policy on 21/11/2017. Broker notified DHMS late 22/11/2017. No response until 24/11/2017. Cryptic messages and no accountability taken. Now they say I've missed the billing cut off on 23/11/2017 and need to pay. I ask for the process to do this and they cannot give me an answer. Dragging their feet to ****** more money. Worst company to get any service from. Frustrated and Disappointed. SIES :(