Clearly don't know their own processes

I have been trying to register a profile and they advised me a profile exists. On the first call we were able to establish this profile was not FICAd and it had incorrect details (gender, contact details, address) so this was obviously not my profile. I have called into their call centre 3 times and all 3 times I am advised of a different method to remediate. I have followed all their steps and each time but still not resolved.