Problems with "Review"

Can anyone give me some advice. I am at my wits end here. We have no Citizens advice in my town.

9 October 10.45am Statements requested
9 October 11.24am Statements provided
10 October 9.59am Refused to accept pdfs. Requested photos of paper copies.
10 October 11.35am Took photos of paper copies and sent.
13 October 8.13am Refused photo of SAVINGS account as was a transaction list. Requested postal copies
13 October 9.52am Isaac apologises saying he has all of the requested statements
13 October 10.00am Issac phones to say he DOESNT have all the statements and needs Savings account statements. Doesnt provide an To Do for me to upload which I have to request
14 October 8.57am Upload actual statements from internet banking for Savings account as pdf.
15 October 8.13am Statements not accepted. No reason given which i query.
15 October 10.02am Isaac says there is no start and end balance on my savings account statements.
15 October 11.04am I notify him that the first line states balance carried forward.
15 October 11.10am Isaac states the balance carried forward is NOT the opening balance. He also states "if you look at the statements for your main account that were accepted". NOTE THIS IS IMPORTANT LATER
15 October 11.22am I ask to speak to a supervisor or manager as Nationwide are not going to change their layout just because I ask them.
15 October 11.40am Isaac refuses saying he cannot do this.
15 October 11.44am Isaac requests paper statements.
15 October 12.04pm I go to the branch,. They provide STAMPED statements and a covering letter stating the start and end balance to accompany the statements. They explain their savings accounts are on a different system and therefore the layout is not the same as the Current accounts
15 October 12.56pm I submit these statements mentioning they are identical to the previous ones (apart from the stamp)
19 October 7.15am I message asking if these are accepted as 23rd deadline is approaching
21 October 12.33am I message saying only two days to deadline. Can you confirm if acceptable.
22 October 1.10pm After me ringing their phoneline, I am told they will respond by 6pm 24th October
23 October 9.20am Idara replies saying they are acceptable.

nothing heard until today (6 November)

12.05pm When i wake I have a Message from Idira saying she tried calling me but i didnt answer (I was in bed exhausted after a serious anxiety attack the previous night)

"Upon reviewing the document we have concerns it may not be an original bank issued statement. Specifically we noticed inconsistencies in the dates - including a footer timestamp referencing both 2023 and June 2025 - while the statement covers September 2025.

Additionally we need to see a statement covering June - September 2025 for the account into which your Universal Credit payments are made, as this is essential for your ongoing review. This to do is already overdue and we cannot proceed with your review until the correct document is provided. Please be aware that failure to provide this by 8 November 2025 may result in your payment being stopped and your claim suspended. If you are having difficulty obtaining the correct document please let us know via your journal"

Again , no To Do was initiated.

I message straight back explaining I was asleep due to an anxiety attack and to ring me. I also explain that this is affecting my health now due to the stress/anxiety.

I go to JC to ask if they will witness the documents are genuine and scan them. They cant do this until Monday (after the deadline). I also call in the bank branch who say there is no different document they can provide. They say the footer in question is the file name/revision date and is identical on all bank statements to every customer.

Having not yet received a call back, I message back explaining about the footer. I also query why they need my main account statements when I have already provided them and had them accepted.

I phone their call centre and also stress to the operator that I need someone to ring me. I also ask if this can be escalated as Isaac refused to ask a Supervisor/Manager to ring me.