Additional Tokens

On the 17th October 2017, i sent through a MR4E request form on 3 different additional users to ********** then i followed up with them, which they stated they never received the documents, then i send it last week to the same email address and also business assist, to be told today the application has been declined due to documents not received in the correct format. What absolute nonsense the attachments were in PDF format, which i have now sent again 3 rd time. I have never waited for 3 weeks for a response like this from Nedbank, i feel this is totally unacceptable. I have now 3 users who still cannot perform their duties.