Refusing to help me!!!

They refuse to change my email address or cell phone number. I asked last year for them to change my email address to a new one (I even emailed them from the original email address) they refused because they said I need to get a smart ID instead of the green book! Now they are taking forever to change my cell phone on my profile which means I cannot access my refund money. On top of this, they take DAYS to respond to you! Please can I have my profile fixed. I am never late with payment and I am a loyal customer!!!!