No service from FNB

A week ago I send my Fica document to FNB after opening my new Platinum Account. I had no response from any one. I phoned Wednesday 17 June and spoke to Mildrad in the FNB private client devision. She advised me to send the documents again. Since I send it to here I had no response from her in regards to the matter. I howere received a email yesterday from the fica department saying my documents was not submitted successfully as the proof of address was incorrect. I then send a bill through to them again and still no responce from any one. If this is the way a platinum customer gets treated, it maby not worth nanking with FNB then. Do I need to send DNA samples with my proof of address before they will accept it. This is really bad service from FNB.