FNBs Nav Car didn't work

I app**** to renew my licence with Nav Car in the FNB app. The app indicated that supporting documents were required, which I sent on August 31st. After I had not received a response (aside from the automatic email response) I followed up with Nav Car on September 3rd. On September 7th I received a response stating that my request would be processed. I subsequently received a refund on September 19th. The FNB app had a note under "track application progress" stating that my documents had not been received. From the reports on Hello Peter it seems this is not an uncommon issue. This is also the second licence renewal that was rejected for the same reason. If the service does not work, it should be communicated. It is not a good use of time to go through the process if the volume of work cannot be processed by FNB. I emailed Nav Car on September 19th and I have not received a response explaining why the application was actually rejected, since I had sent in the requested documents. I phoned the contact centre and the consultant stated that there was no record of me sending my documents, yet there is an automatic response to my email where I sent my documents.