Absa home loans, *********** staff

I have a flexi reserve home loan with Absa, according to this type of account l can access my extra funds, however when l attempted to do that at the promenade branch l was informed that my flexi reserve account had been locked due to the person that was capturing my new bond failing to upload my proof of residence. My company deposited a lump sum into this account that l need to access.The strange part in all this is how can Absa send me a statement of my bond account if my address was not uploaded, where did they get my address. Secondly l submitted all required documents for my bond application as this is a new bond account, so how am l now being penalized for Absa's staff member mistake. Why am l the one who is now being inconvenienced in all this. The lady that assisted me at the promenade branch gave me a cheque to deposit, however this is not going to clear until my account is unlocked. I have been receiving feedback from the promenade consultant that she hasn't been able to get help from the home loans department.