Withdrawal issues

I have tried to withdraw funds to my std bank account on the 1st of May and they requested me to email my bank statement which i did on the 2nd and the 3rd yet there's nothing on my account instead I a message saying that I didn't send the required documents. I've called them, emailed & chat and they actually confirmed that they received my documents. They all saythe same thing, we will investigate on what could be causing the delay in the meantime try to withdraw again. I did and I'm still waiting