This is ridiculous

I am a new client trying to email a new business application through to Satrix. With the supporting FICA documents the PDF file is 4.8MB and gets rejected by the server as it is too big. In speaking to the call centre I am told that if the file is bigger than 5MB it can't be sent through. It was suggested that I split the document and send in two lots. This is just bizarre and impractical, especially as I have scanned the document and can't split it. I asked for some explanation and I was put on hold for 5 minutes and then cutoff. I find that unacceptable. Is this what every new client goes through??????