No response and assistance at all.

I usually send money from my Wise account to my bank account with Bidvest and last year I had to complete an SARB mandate form so that I can receive international payments into my bank account. That was last year around June/July 2023 and they told me that I'll have to fill in a form electronically every year. I was sent a email with the link on Tuesday and yesterday as well to complete the form however, eveytime I try to complete the form I met with a message saying that they cannot complete the checks because I need to send a copy of my ID document and a bank statement to confirm my details. I have done that trice and still have received a notification or anything other than some automated response saying they've received my email but there's a delay in their response but this is more than a delay. I don't even know why I have to send a copy of my ID and bank statement in the first place because I didn't have to do that the first time. I'm frustrated because I have to wait to receive my payment and I have things to do but this is taking so much time when it's not supposed to.