I have been trying to fica my documents and they keep rejecting it and keep telling me they have a new system and that I must wait for them to send a link for the new system This has been going on for months

I have been trying to fica my documents and they keep rejecting it and keep telling me they have a new system and that I must wait for them to send a link for the new system This has been going on for months. I never get the link and they never update their system. They quick to take my money but when it's time for me to withdraw they keep giving me this excuse. I want my money. This is unfair and unprofessional