Ackermans Account - Terrible customer service

I called in to check my balance in my ackermans account and after failing 3 security questions my account was blocked. I was told by the lady to email customer service tenacity. They then asked for my 3 months bank statement and ID. I sent this off and was told I would receive help in 3 working days. Its now two months later and everytime I inquire I am told the same response that they will forward my query to the relevant department. This is ridiculous and pathetic service. How long does it take to verify