Fica

I opened an account with nedbank online. When I opened the account I was told to have my I'd ready when my card will be delivered for fica. Needless to say when my card was delivered no fica was done. Been to the bank twice already. Bank tells me fica cannot see my photo on my I.d. whatever my photo has do to with fica as it is about my I'd number and not my face. It has been 3 days already and no fica has been done. I have emailed the guy at nedbank numerous times today but no one gets back to me