No Service for days

Since 22 September I have been submitting my FICA documents and I have been struggling to even get a reply from anyone. Eventually we on the 24th a consultant responded saying my ID number on the system is incorrect and the last 2 digits does not match and I should resubmit the documents and give a reason why there is an error. I have done so and it was approved but then declined. I informed the consultant my neighbour registered my account and somehow he made a mistake. I don't get any feedback and no consultant or complaints department responds