No feedback on my cheque card application

Good day , I opened an account (Cheque) online on the 12/09/2022, uploaded all the required documentation (My ID and proof of residence) received a reference number with an account number, a few days later i received an sms saying i should email the same documents to Natalie Bougard on the 13/09/2022 she did not acknowledge receiving my documents no reply no call nothing , received another sms saying my account balance is R0.00 , i called your card department 3 times already and no one seems to understand what is happening. Can someone please call me for an update i need to know if my account is active or not , where and when am i going to get my card - how long is this process this is really frustrating cos i need a confirmation of my banking details