Sometimes, it takes persistence.
I'm beginning to wonder if they have a flaw in their database that's somehow not saving document uploads on some accounts. If so, this would leave some clients screaming "I uploaded it multiple times. You guys are scammers!" and leave the support agents thinking "Nothing was uploaded. This must be another crazy client."
That's reason why we have to many complaints, scam topic. I think at least 50 % scam topics was trader's fault.