Withdrawal not processed

I've been trying to withdraw from my account from last week, and on the 02 September 2022 i received a message saying my request has been declined due to FICA documents, but when i tried to load documents the message i got was all my documents was complete. I sent 2 emails indicating my frustrations was not assisted. Ref no *** and *** still no assistance. Please pay all my money to my Registered Bank account amd close my account.