Fica account in Dec, now they block it

My wife gave all the fica documents in at the Absa Secunda branch. I was with her in the bank when they received it and put it into the system. Today her account was blocked without any warning, and I refuse that we now have to go and redo it, or even go into the bank. I also expect an apology and it to be corrected without us going to any branch. Will they pay for our time if we have to go to a branch?