Why does T-Mobile Make Magenta - Military Verification so difficult?

It amazes me how a company ran website can't be accessed by store or on phone employees. The name listed on my military verification page is incorrect, I can't edit it and so far it seems like no one at TMobile can either. I feel like a ping pong ball going back and forth between the 2. The reps are nice enough but at this point I would prefer a rude rep who actually accomplished my request of correcting the error. Has anyone else experience this issue? And as previous people have stated it would be nice if a file size limit was stated instead of simply rejecting uploads.