ABSA FICA Dept is pathetic

I sent my I'd and lease statement to absa in September no response and nothing happened as when I when I did my internet banking about a month later the notice was still, so I resubmitted the documents. I then got a response that my lease statement is not valid as it doesn't have my full name.later on a phone call to say that I have not sent documents when I tell the lady I did but u regretted my lease statement because only my first name &amp