FICA forms problems

About 9 months ago my mom (primary account holder) handed in documents to FICA account, my (secondary account holder) ID document wasn't accepted, it was to light. They didn't inform us. When I make a purchase it showed I need to FICA, my mom called them and said she already handed in the papers, they said they will sort it out. On the 25th of Aug I tried to purchase but my card was blocked. They claimed they never received the FICA forms and we need to submit the forms again. The next day we went back and the lady found the papers submitted a while ago and only then did she tell us my ID document was faulty. She said they JUST need my ID document so she can send through my papers again. I called head office the next morning and everything was approved and I JUST need to go into the store and update my details. Head office didn't specify which store, so I went to Vaal Mall. The lady informed me that I needed to go to River Square as they have all the paper work. I asked to contact River Square and update the details but she refused. We called head office to ask if they can update the details from there. Then I was informed the primary account holder needs to be with me.