I personally haven't experienced this, but I have experienced problems like this, In the companion app and website, you can almost never change optical zoom, reticles, and sometimes the skins. I find it very frustrating because this also happened to an extent with Battlefield hardline. Also Battlefield Hardline isn't even available anymore (probably because it was broken and their fixing it) yet on the companion app or website. Fortunately you don't have to join a game to customize your load out very extensively, unlike BF4. However I find it interesting how BF4's companion app and website (as long as I have used it) doesn't have any of these problems. They have fixed it enough to make the companion website and app manageable for BF1, so you can unlock weapons or gadgets, you can change your dog tags, but it isn't perfect. I think that it should be able to work for you now. I hope that this helped.
