2016 Request still not done and Shocking Customer Service after spending an hour struggling on slow website.

I spent almost an hour trying to update the incorrect spelling of my beneficiaries name which I asked to have corrected back in 2016. I was still unable to do this and after calling the call center and explaining I went into the shop at the mall the changes are still not reflecting after submitting all the info at the mall when I was there. He then hung up on me. I then phoned back and another consultant sounded like she was half asleep and I am still unable to change the spelling now after 4 years. I will be moving this policy a.s.a.p.