Access to Unit Trust Website

I have been trying to get access to the unit trust transact website. I initiated the process on the 10/01/2018, cos I wanted to adjust my debit order which runs on the 26th of each month. I sent all the required documentation on the 13/01/2018 on email. Your courier arrived here on the 25/01/2018 to get my ID document (after a fight with your call centre agents). I am still waiting for access. It is almost a month later (in 5 days it will be exactly 1 month). Does it take that long to get access to this website??? This service is pathetic, and worse is that there is no communication from your company. Can someone that deals with this please give me feedback on this issue??!!