*********** and shocking service

I tried to change my sons ID numbers that was incorrectly updated on my policy. I have phones and e-mailed copied of the ID numerous times. Every time I get an apology but no action. It seems they apologies just to get you off the phone. They also keep you holding on wasting your airtime for 20 minutes at a time whilst waiting for a consultant. The latest was I got a call from an agent saying the ID numbers were fixed today and it still is not, Do these people not know how to do their jobs. Shocking service for a company that claims to be world class.