struggling to get PR letter

I have app**** for a product from Discovery Bank and was told to submit a PR Letter, I have since tried to obtain the letter but with no success. I have sent my documents and was told they can't validate my ID, app**** online as they had directed me, and still nothing. I don't know what to do anymore and time is running out, I can't get anything. A lady named Ntombi tried her best to help but I don't know what was going on cause she failed. she tried her best when others had an attitude when I called in. still waiting for my letter even now.