2024 SARB mandate form

I received a link to complete a mandate in order to receive international funds sent. I have competed the mandate form on two different days but when submitting the form I get the notification that I need to submit additional documents to a Bidvest email account, which l have done. But all l get when l email Bidvest is an automatic response saying we are currently experiencing high volume of emails will get back to you.l can’t even make travel plans because l don’t know how long it will take for them to finally get back to me and then release my funds.