Smart ID status - no assistance

I app**** for a new ID two weeks ago at a bank branch in Arcadia on the 13th of November. After waiting in the sun for two hours because THE SYSTEM IS OFFLINE. (When I asked if I can use the restroom, they simply ignored me) They finally helped with the biometrics. They told me that I will receive my ID within two weeks. We are now on the 1st of December. Two weeks have passed and still no sms. I call for assistance and they tell me to check online but the online system is not working.........as well as the SMS system. Emailed them but no response has been received. What do I need to do for some form of assistance? Please and thank you.