Can’t change ID number on profile

My wife created an account and used her details she recently lost her ID and can’t continue with rica process, I can’t change the ID number under my profile although I can update other personal information, she had already started the online rica process by uploading proof of residence, I need to change ID number on the account and start rica process from scratch to upload my proof of address, I have already made payment. Support team not much help as I have been waiting for feedback. Spoke to Pascaline who told me ID number can’t be changed on profile and when I asked for the manager she told me the same thing and advised best way is to cancel and get a refund and create a new account and refund will take 3-5 days and that is totally unacceptable, reached out to support team and haven’t received much help. If no solution is found please can I have my refund immediately so I can look at other service providers, I refuse to wait 3-5 days for a refund if there is no solution here. Email linked to profile is ***

Thanks