Requesting of documentation

I’ve been trying to get a Ui 19 form form merchants , they are giving me a run around. It’s been almost 3 weeks now and I am still waiting for them to provide me with these details. I am not employed, I used my airtime to do follow ups with them, I even drive to their office in braynston and I am still waiting for them to provide me with the details! I was in business banking and later transferred to Standardbank permanently.