Bad service

Bad experience on fica document. They dont call you or ask for document. I had to call them to ask what document they need. after 2hours of minutes wasted on the phone and email send to fnb still no feedback and nothing is happening. been struggling to update my fica documents for 2 months now. I have write to there complaints department and still nothing. Fnb has very bad service. I have been a customer for 36years but think this will be the last.