Most unhappy with webafrica

Been a customer for 48 months and want to change from fibre to LTE, I sent my RICA documents in, the exact same ones I used at the Bank for FICA and at Vodacom for RICA but the documents are not accepted by WebAfrica. I rent and have an affidavit from my landlord with a copy of the utilities bill but they tell me it is not acceptable. This has been going on for almost 2 weeks.