Absa bad service

My parents run a non-profit organization and every third Saturday of the month they give food to 76 needy elderly people. They have a cheque account with Absa. Last month, 3 days before we distribute the food, their card was blocked. My parents along with their auditor went to the bank, Delmas branch, spoke to Tshoane. According to him the FICA documents needed to be updated. They did everything they were asked to do and the card was unlocked. Yesterday, two days before we distribute the food, AGAIN, the card is blocked and a lot of stuff still needs to be paid before tomorrow! We phoned Tsoane yesterday, he said he will take it up with a Natasha, but never came back to us, and today he is not answering his phone.