Getting documents signed nightmare

On the 9th I emailed them a document they needed to sign and stamp; it's past the turnaround time and there's been no feedback. This issue isn't new previously they sent a sms saying the case has been resolved without sending anything back signed and stamped. If I didn't call back, I would have never been assisted. I enjoy banking with Tymebank, but it shouldn't be such a hurdle to get a document signed