sHOCKING SERVICE AFTER 20 YEARS

absolutely shocking service i have had a policy with Liberty Life for more than 20 years wanting to update my policy with my id number and they keep on saying not right ID number. I mean they are so quick to take my monthly contributions for the last 20 plus years but cant update my policy. This is SHOCKLING RIDICOULS. SORT THIS OUT asap!!!!!!!!!!!!!!