FICA verification process taking too long. It's been over a week

Hi, how difficult is it to verify FICA documents? I sent through my documents last week Monday, i had to call on Friday to follow up but nothing. Your team only got back to me yesterday stating that i have to sign an "Ongoing Due Diligence form" yet NOTHING was attached. I have sitting with a card I cant use, I cant transact at all and the back and forth is exhausting.