Transactional ***** Department ***********- cant read data sent

I had opened a ***** case with Standard bank on 26 Aug 2022, I had sent all the required supporting documents and received no response for two weeks. I had called the ***** department with very little help as I was told The Transactional ***** department would call me, up to this day they havent called me but sent an email stating that they require outstanding docs, yet the outstanding doc is the affidavit with all the relevant info they required. I get another email stating that they have closed my case due to the lead time of not receiving the outstanding doc and I will have to open another case. Is the transactional ***** team that *********** that they cannot read the info sent? I have been a client with this bank for over 20 years and I dont deserve this treatment unless they covering up for the perpetrators.