Hollywood Fica services

I wanted to make a withdrawal and I was asked to upgrade my ID to a smart ID to do the withdrawal. I sorted my smart ID out and tried to upload it to hollywood and there was no option given to upload. I called hollywood and I spoke to a consultant who informed me that my complaint was forwarded to IT dept and I must do a follow up in 4 hours. I called the following day and the consultant informed me that the feedback she got was for me to go back to home affairs as my ID was not uploaded and hollywood was linked to home affairs which did not make sense at all but nevertheless I called home affairs and I was told my smart ID was uploaded and the problem lies with hollywood and they have no dealings with hollywood. There after I made 3 phone calls and I was told someone will call me back to date no one has called. Each time you call you get a different story.Some of the consultants are rude to you when you try to explain yourself even though they do not know anything and are confused themselves. I was told a manager will contact me but I never received any call. It's been two months that my issue cannot be solved as Hollywood consultants and IT department do not even know what go do themselves. Most pathetic customer service.