How can we frustrate you

this is how the story goes: Last Thursday, I try to transfer money into my Investment acc- account frozen. I call to be put through to a woman who tells me I need to update FICA documents. I received no notification or request from the bank for this. She say they sent it, I ask when, she says she doesn't actually have access to my profile. After 10 minutes on the line she gives me a number of the correct dept. I phone this dept. I go straight to a prompt asking me to rate the service before I've even spoken to someone. I finally get through to someone after another call attempt and this person cuts me off mid sentence and transfers me to someone else, this person says they need a proof of residence. I sent it, immediately. 2-48 hours. I receive an email to say its uploading. On Monday the acc is still frozen. I call and she says she will upload the file... again. 2-24hours turnaround time. I try again today, still frozen. I call again, the agent proceeds to ask me a bunch of security questions to update the profile. She tells me its unfrozen. I try to transfer again, still frozen, Just called again and the agent who is trying to help me needs to get a hold of a lady who put the hold on in the first place and she is not at her desk. I am waiting for a call back and I really hope this gets sorted, but is this the normal way you treat your clients now? This could've all been avoided if you has sent me an email requesting an updated proof of residence.