OAB: Normal Behavior for Dependent Change during Open Enrollment?

All of the staff that was here a year ago has retired or terminated, so we don't know if this is normal behavior or not.

Everyone is going through Open Enrollment currently, but if the EE makes a change to a Dependent, such as Adding a Child or a Spouse, or if they Update a Dependent, for example adding Dependent's SSN, then the "Open Enrollment" Life Event is getting Backed Out by the User and they cannot go any further and have to call the Benefits Department reporting the problem.

Now Benefits Dept knows how to re-activate the Open Enrollment Life Event and get the User set so they can go back and in and complete the enrollment, but the trouble is the User has to call first to report the problem.