Savings refund

Can I get an clear update on my savings refund, Lammetjie Mthetwa said they unable to process a refund due to my ID it's not clear, ISend another copy which I never a response if it was ohk or what I just had to suck thumb. Wednesday I went to your Ghandi branch a lady by the name of Sarah said the copy it was received the payment will reflect with 1-2 weeks. Yesterday I received another from Nokuthula Nhlapo " Thank you for your enquiry regarding an ID Copy. Please be advised that the ID copy has been received, kindly provide us with a detailed enquiry information for assistance." Will I ever get any assistance if your own consultant cant even check the reference number to see what's the query about and I immediately respond to her email and she did not respond just like all of them