Home loan department refuses to assist

I have been fighting the same battle for more than two years. Every time I want to make a change to my accounts I keep being told that I can’t be assisted because I have never been on debt review. The FRB Debt Review Center confirms that I don’t have a debt review status and the home loan department insists that I do and is refusing to assist me. How can such a big organisation have a system that’s out of sync when it comes to customer profiles? And when you ask the home loan department for an email address to send the proof, they refuse.