Old mutual rewards programme

So my wife signed up for the old mutual rewards programme it was her first time so she was very excited. Because she watched the videos and did the quizzes there was a few products that she wanted us to get like the funeral policy and retirement fund. So on the website they ask for proof of address and a copy of her ID to verify her so that she can use the points. She then emailed the documents and they requested it to be in pdf format. She sent the pdf. Keep in mind more than agent responded to her and requested the same thing over and over there is more than 10 almost 20 emails going back and fourth to her and various agents requesting the same thing but no one is actually verifying her. They will just stop communicating and then the next agent will start. So this morning once again the same story and 4 emails later they are now requesting a certified copy of her ID . It was never asked yesterday or on the website. Keep in mind that we have a 2 week old baby and it's to far to go certify also on the website it says nothing about anything been certified. She's so disappointed she literally just said they can keep the points because this whole thing is exhausting