ID verification problems, anyone solved this?

My claim has been on hold for 19 weeks because the identity check will not accept my documents. I would rather hear the honest version than the polite one. The in-person office has long lines. Do I need an appointment?

Write down the date and reference number each time you try. They asked for it when I finally got through.

Keep everything in writing and save the confirmation numbers. It made the follow-up calls so much easier.