No password reset

On the 16 August I was informed my account is locked, due to numerous failed login attempts, on the 04 October I sent my documents to get a password reset, it is stated that one must give about 15 working days before you get a reply, only on the 03 November, did I receive communication that my documents were not clear,on the 11 November I quoted my previous reference number and resent new documents, I am still waiting on my password reset, it’s December, festive season is peel ***** season, I get automated replies when I try get help from my account that I pay for ! Zero customer service from these guys