FNB has **** admin

I had issues with FNB about my account and their Fica process since the 21st of April 2023. I provided all the documents neccesary, but they said they never recieved it. The process was as follows: My account was blocked and a transactional hols was put on it. I was never notified of this. When I queried it, it took almost 10 agents to answer me why my acoount cannot be accessed. After the 10th consultant, they told me about the transactional hold and the missing FICA docs that they never asked for. I provided the necessary documents. After waiting a week, I was still awaiting a response. I queried it again, where they said they only got the one document because the other one from the email was not attatched. I provided the documents again. After waiting another week it was finally resolved. Then today (13 May 2023) I got a message again saying that the documents were outstanding again!!!!!!

How can FNB lose documents that they just got??