Releasing investment nightmare

I have been trying to get an investment from FNB released for the last month for my mum, I receive forms and have her complete them, it has been sent to them more than 4 times however I receive the same email to complete a section already completed, I eventually screenshot the completed forms and still no response I am so utterly disappointed with the way a pensioner is been treated.If someone is unemployed and never worked where do you want a tax number from ,no one answers the call centre number, And the emails are bouncing back and forth for 4 weeks without intervention, what is so difficult ? another example of horrible service, Im glad I changed my bond and my accounts to another ban ,year on year the service drops with FNB.