Fica documents

I have been banking with absa home loans for 26 years, we submitted all the required documents to homeloanskyc@absa. coz. za 3 weeks ago from the absa trade route branch and it was resubmitted as they could not find anything, when we call them on *** they gave us another number and when we called that number they say they can check we need to call ***, so now we getting the run around and it is so frustrating, what service is this