POOR SERVICE!!!!!!

I have called Thyme bank on the 8the of February 2025, to incurred about a UIF document to be filled out. The consultant said that I should email the document which I did. The following day I hot and email that my account was under investigation which surprised me. The following day the email said they would fill out the document. I am still waiting. I called today spoke to 3 different consultants no one could help me. So is it difficult to fill out a UIF form??I am so shocked, is this not a bank?