My poor experience started on the 28th July

My poor experience started on the 28th July. I sent documents to FNB as I had moved house and wanted to register my new address. 31st July FNB requested my card type ID which I sent I heard nothing and used the App to ask the banker to assist They advised me to send a e mail to care@fnb which I did. I got a reference number Complaint Reference *** assigned to Retail Service Recovery - [External Email] [REF:***] They again asked for my card type ID in colour which I sent. I followed up no response I have sent my information twice again to *** I get an automated response nothing more. All I want is confirmation my address is changed or what additional documents are required I do not want to ha e my accounts FICA blocked. A simple request but doesn't appear to be simple at all. Very disappointing considering FNB gets awards for innovation and service. What has gone wrong?