PATHETIC SERVICE

I submitted documents on Monday (25 November 2019) and they said it takes 2 - 48 hours to verify the documents. I am still waiting and the 48 hours is long gone. When I tried to phone them - I was on the phone for over 15 minutes without anyone helping me. Pathetic service. I wanted to change my bank to FNB but I do have my doubts now as they do have no customer support at all. When I e-mailed them they keep on sending me the same thing over and over again. How long does it take to verify documents?