Fed up with Fica!!!

Hi All. I have been trying to Fica my documents since September 2019. I submitted docs in September, October and November. I eventually called because despite several emails i got no feedback, neither did i get an online or email response as to why the system kept requesting fica docs. When i called i was advised that my proof of residence does not match my ID. I have not changed my Id since i got married. I did submit my ID, my drivers licence, my marraige certificate and my proof of residence. A few days ago , I submitted proof of residence that matches my surname and yet again, no response. Please help, i have winnings that i would like to withdraw