***** alert

I have contacted standard bank in regards to my account with them. i was told there is a ***** alert on my identity document and i should get a new one. i have done that and have forwarded it to them. i now get a phone call to say it is still under the ***** alert and i must contact my branch, how is this going to be sorted or should i move my account to another bank? i have app**** for finance only to be told my identity document is not authentic. i have even gone to the extent to have my identity document verified by home affairs and a letter from home affairs given to the bank.