Poor customer service and unknowledgeable staff

Suddenly I cannot transfer money to my bank online, they are saying partial match, sent bank statements, I have sent verified bank statements , still they are saying no match , I do not understand because an ID number is not reflected on the bank statement. This is disappointing as no one is even helping. What changed because all those documents were captured at the branch when the account was opened . Poor customer service, and staff is not fully knowledgeable on way forward