FICA Documents Rejected

I am very very angry at the moment. I open an account for my wife and i was the one who was helping her. On Monday i send FICA documents in PDF file. Tuesday she called and they said she must send them again since they can't open them. The lady said she needs them in PDF file, and the documents are in PDF file. Okay on Wednesday i send them again, This time i decided to send them in Jpeg format. Since there was no reply, today she call again and the guy she was speaking to, sounds like he is drunk or he doesn't want to speak. The guy told her that they are not clear and she must take a picture through phone and send them again. Mind you we are the ones who are doing follow up and customer service don't contact us to let us know if there is something wrong with the documents. This is unacceptable and unprofessional from Hollywoodbets. I have been a customer for more than i can remember and now i introduce another punter and this is the kind of service you offer? I'm really disappointed and i want explanation on this. All the documents that i send they are clear. I would also like you to listen to both conversations that happens.