ABSA refused me my parental rights to my daughter

I opened a case of Identity ***** at ABSA Bellville Branch on the 16th of September 2022. The only thing I recieved from them was a reference number on the day the case was opened. I went back for feedback on the 12th of January 2023, I was then told my case will he prioritized as it's been long since I opened the case and nothing has been done. I was told I should receive response the following Tuesday to date I haven't received anything from them. I cannot bank for my child as I cannot be assisted to open a new card for her due to identity ***** on my ID.