JSE Investor Services and Old Mutual - Issues with getting my money

I have funds owing to me. I have tried a few times to "fix" this problem however I believe they are more in the game of grabbing people's identities. Their statement clearly states that I am fica verified and that I only need to send updated bank details so they can transfer owing funds to me. I send them bank statements that are sent to me by the bank itself to my email address - same email address they have on file and I always get the same response "send a photo of you holding your ID book... I am already FICA verified so there is no need for my ID.... I have written to Old Mutual to complain as ir is Old Mutual shares - no response from them either...