Bad experience

I opened an account in December 06 2024, online it was approved i went to a shop in Pietermaritzburg, i submitted all my documents and i stayed for 3 hours in the shop, and after that long wait, i was told that my documents were blocked by ***** department, yesterday i went back to check i was told the same thing and the lady called tje head office nothing was done except for a response that said wait for the ***** department, its been a month and nobody knows whats this ***** thing is about,