Disappointed by the service

I have been sending my fica documents for a couple of times and chatting to the assistants on the live chat but to this day I was never assisted. I have sent a clear photo of my identity book including proof of residence and still get told stories .sometimes I don't get a response at all or a consultant will chay to me and leave me on line.what does one have to do to get assistance without excuses from your assistants especially having to send in documents all the time only nothing had to be done in the end