Delay with Fica

I am highly frustrated ,for the past 3 weeks I have been requested to re submit neccassary documents, No one bothers to call an provide feedback. Yesterday I call the call center.an agent with Rep code TBG..put me on hold for over 20 minutes and never got back to me. I called in again and every time I call I get a different version of the feedback. I need to use my account and it's gone 3 weeks and no joy. Monday I spoke to a manager who said will take responsibility to check ang get back to me..but still awaiting no call yet..he again asked me to resubmit to fica@edcon. Co.za whick i did. Please can some one who knows what is going on to call and rectify immediately. I'm sure all relevant notes will be on file on system as to the calls I made. I have had this account for over 20 years and have not defaulted. Have a debit order in place with.no delays with payments.so why does it have to so difficult for Fica approval.