New York Life AARP online page not showing my account?

Just spent over an hour with customer care and NY Life AARP... i login and it says there is no account associated with my contract number. i go through 2 people and the last one is working with someone higher. after spending 45 minutes only focusing on ME, i told him, we have tried 2 browsers and 2 computers, it is not on my end, it is on YOUR END. Oh, i just got a letter to change my beneficiary info, has my contract number right on the letter. anyone else having problem with the server on their end not finding your info?  He said he can see it, but i used to make webpages, sure, i can see anything and everything, but others cannot, the problem in on my side, server side. thanks for any positive help. He did put in a special ticket on it and said they will call me. i will be looking at other insurance or maybe a funeral account. at 65 my premiums are getting up there and that money would add up pretty quick.