BAD VERY BAD COMMUNICATION

In January, I received a call from an individual claiming to represent the ***** Department at Cell C, informing me that my ID document had been used to open a contract *****ulently. Due to the high volume of **** calls I’ve received in the past, I was initially skeptical and did not engage further. The individual—whose name I will withhold—mentioned that I would receive an SMS with instructions on where to send an affidavit and supporting documents. Unfortunately, I never received this SMS. Later, I consulted a trusted friend who confirmed the identity of the individual and provided me with their email address. I was only able to complete and send the affidavit in November, which I did on the 5th of that month. Regrettably, I have not received any acknowledgment or response to my email since then. I also did not follow up immediately, as I assumed the matter was being handled. Recently, when attempting to renew my contract, I was informed that there is a ***** alert on the system and that I would need to obtain a SAFPS letter from Cell C. I contacted Cell C on Monday to request assistance and have since escalated the matter to a manager due to the lack of feedback. I am deeply concerned that my initial email from November may have been overlooked or disregarded. While I acknowledge the delay in submitting the affidavit, I believe the lack of communication and follow-through is unacceptable. I would appreciate clarity on the status of my case and guidance on the next steps. Is this the standard protocol for handling ***** cases? I hope not