No Customer service!!!!!

I submitted all my documents as required with the exception of my ID being lost i had a copy taken to the Police station for an affidavit, However the data factory say the copy is not clear enough, it is a very nice colour copy which has just been used at old mutual as i withdrew a pension after leaving my company this year. They wont advise me on what to do or what the alternative is as i am at high risk of contracting corona and find it too dangerous to go to affairs during this time. When i spoke to a consultant of data factory she told me i must just wait then till i can get a new ID!? like is this the way i get treated when you have my money???? Plus the girl sounded like she didnt know what she was talking about