Outsurance fail to deliver service

I started a process on 8 September 2022 to remove my ex husbands insurance profile from my ITC record. Today I phoned them to do a follow up, because *** never bothered to reply to my email. The supervisor on duty state that my ex was not suppose to "take over" my profile but was suppose to create his own profile from scratch. They tried to reach him, the agent called me back and said she could no get hold of my "husband" and I must phone him. First of all, he is not my HUSBAND, second of all.... this is their mistake that I have to sort out. I am highly irritated by Outsurance. I have no contact with my EX-HUSBAND as he is very abusive towards me. I need this issue resolved ASAP.