Worst Customer Service ever!!

I have been trying to help my mum get herself FICA'd and was advised to try different devices if receiving any error. I have managed to upload and do it with no error. Then the next time I noticed it wasn't successful. Contacted customer service telephonically and the consultant said, must redo it because the photo taken looks older than the ID book. Really -- do people not get older? We did the FICA process again. This was the last week in June. Contacted customer service on July 2nd 2024 because it still wasn't validated. Was told 24-48 hours feedback will be given. It has gone 20 days and when I contact them, they say "We apologize for the inconvenience , kindly allow 24 to 48 hours" or they re-escalate it to management who will give feedback within 24 hours. Every single time, same response. I even requested twice to have management call, but they do not. Their customer service absolutely stinks. I have liased with 4 consultants and their responses are the same. They don't care about customers. Although it's not a huge amount of money, my mum cannot withdraw anything because of their FICA system and *********** customer service/verification team. There were other platforms that never gave any hassles when it came to FICA, only Hollywoodbets. Just because they think they're such a big company that small customers do not matter.