Poor customer service

I am the payor of two flexicare policies for both my parents. I have requested for the banking details to be updated for both their insurances and only Sandra Kings - *** 081 has been updated. When I queried if the banking details has been updated for Anthony Kings - *** 088 as well, ONLY THEN was I asked for an ID. So I would like to know why my ID was not requested upon first response? The banking details were happily updated for my mother but now, two weeks in, I am still being asked for an ID before my father's details can be updated. The Debit orders are scheduled for tomorrow, this issue better be resolved. I'm not going to entertain poor customer service.