1 month later and still no account

I have tried helping my father open an account for over a month now. All the documentation required has been submitted yet the account has not been opened. We tried calling last week and they told us that they had already received our email and would escalate it. We emailed again on Monday and have not yet received a reply. The exchange rate has plummeted. The delays on behalf of Ninety One have resulted in huge opportunity cost. With Nedgroup Investments you can open an account online in a few days. I have no idea what the issue is and we cannot reach anyone to find out.