Extremely bad service

I've been trying to remove my mother on my cover it's been over 2 years now... Since she passed. Everytime I try calling "there's a high volume callers" and when I get agents, they say they will get back to me which they haven't. One of them told me to go to their offices, that's the only way they can help me.. How? When I signed up I didn't sign up in their offices.. Now I must request leave from work and go to their offices just to cancel? Very very poor service shem