Order (#177027041) in 'Awaiting Documents' status for 11 days

I've been a customer of SoYouStart for many, many years. There have never been any problems there. That server is getting a little old, however, and so I leased a new server here at SoYouStart's replacement, on 26 August - that order validated just fine and the new server has been great so far.

On 1 September after setting it up the way I like, I ordered (number 177027041) 5 failover IP addresses for the server, so I could migrate my services from my old SoYouStart server in RBX to the new one at OVHcloud in London. (I can't port the IPs because they're in different datacentres, so I need new ones.)

That order was paused as needing validation 'for up to 48 hours', and then on 2 September at 23:52, I received an email on the order ticket CS6164324 asking for identity documents. I responded the following morning, 3 September at 05:01, with a scan of my passport, an original recent bank statement from the account I use for payment, along with two photographs of a phone bill to my address, taken at my address, with my passport in shot (front and back).

On 5 September, I chased and the customer support team said that it had been sent to the validation team.

On 10 September, as I have still not heard back and it's been a whole week, I chased again, copying in validation@ovh.net directly, resending everything I'd sent before, and also enclosing some sensitive documents I won't list here, and even a video of me holding my passport with my order details - all the KYC information anyone could want for fraud prevention or any other purpose. My email to the support was 'blocked', as it wanted me to respond to the ticket (which I did, but you cannot attach files on the ticket system so can't respond securely there), but validation@ovh.net confirmed receipt.

It is now 12 September and my order is still 'awaiting documents', even though I sent my documents _9 days ago_. A similar order was also held for validation and I'm unable to renew my server.

I am going to have to migrate my DNS glue records soon, which takes a clear week, and I'm starting to get very worried that OVHcloud are not as reliable as SoYouStart were, and I'm looking into complaining and alternative providers in case they fall through - however, there doesn't seem to be any way to gracefully make a complaint, so I'm responding here more loudly in the first instance.

I fully understand that you need to identify your customers, and the reasons why. But I'm starting to get worried I'm being discriminated against for being a member of a protected class. I don't want to have to complain or move anywhere else; I like the server, and I've sent all the information, twice! I'd just like someone in the validation team to look at it and verify me, please. Could I please get that expedited?