Unhappy with the service regarding withdrawing my money

I called them to do a withdrawal on the 17th October on my free tax account and I was told that I cant do it due to compliance and I was sent a form which I was sent back and I was advised once I send the documents then I can call after 48 hours to do the withdrawal. Then I called again on the 20th October to withdraw, then I was told that documents are missing and i sent a blank document, my concern is that why was I not told that I need to fill the document as I was not aware that I have sent a blank document, any way I then sent a filled document on the 20th October. Today the 26th I call to do a withdrawal I am being told again that the documents are still missing, I am not happy with this experience as I am in need of my money. Then I am given a number to call to check with the department if the documents have been received, I am wasting my air time as I am holding for that department and it will then again take a while before I get my money.