Lack of Feedback

I manage the accounts for a small service club. In June the account was frozen for FICA compliance. Fair enough, we needed to change the mandates for the new fiscal year anyway. On 4 July the 3 signatories to the account met at Cresta branch (Compliments on the service there - it, was good). The staff member attending to us captured all the details, made copies of documents, uploaded them on their system and then took the trouble to phone the team dealing with FICA to make sure we had everything. They told her the block would be lifted on Monday 6 July. It's now Tuesday 21 July, I have phoned the call centre 3 times, they said the request was \escalated""; no feedback and the account is still on hold for a signature - you have a signed copy anyway; from 3 years ago; you can check;it's the same"""