Fica delay

My account is locked because I didn't update my Fica status. Discovery failed to send me a notification regarding an update and now I must pay for their mistake. I advised them on Friday that they should treat this as urgent but its now Monday and still not resolved. Instead they keep asking me for my ID which I have sent 3 times already.

This morning on the chat, I must now send the documents to a different email address. What is really going on here.

I need this resolved as soon as possible.