Back and forth yet zero communication

Verification docs were needed. I sent them in 2 weeks ago via email and website/app. Nobody bothers to call me or update me that somehow the docs sent via website was not received, only the affidavit I sent through via email was received. Called in last week and was told to resend bank statements and form via email which I did. No further contact from them. Received communication my membership is suspended! Manual payment was made to them a few days ago and I called in to notify them and uploaded my proof via webchat. I have been defaulted to highest income band yet they are sitting with my documents and still nobody calls me to let me know more info is required! Called in just now and was advised to go and reprint forms and affidavit and give totals from bank statement yet my bank statements are with them. Discovery, if you receive payments why do you make things so difficult for your clients? You dont even bother to contact the client to advise what is needed? Now I must leave my work to run around reprinting docs and certify? You have my bank statements..do the calculations and unsuspend my membership..my premium was paid a few days ago already manually because you dont offer flexible debit order dates and I get paid after your debit order date. I have been on a one year waiting period which just ended but cannot use my membership because of this back and forth! Frustrating is not the word...