Frosen account without any communication from ABSA Bank

Good day My name is Rosta Mashilo. I have been banking with ABSA for the past 10 years but the service i have received now is terrible. My account has been frozen without any form of communication saying they need fica documents. I went on the 25th of this month to their branch in Hazyview to submit my documents but i was sent back saying their fica system is offline. I contacted their head office and they advised me to send my documents to them and they also provided me with their email address. I have sent the documents to them but to my suprise when i called for an update they said they can`t help me because their system is showing many profiles on my name. I went to Burgersort branch and submitted my documents but even today my account is still frozen. I have contacted absa head this morning and they are still telling me to submit my documents to the branch. My question is , why do you freeze the account without any form of communication? Why was i not notified before time to bring those documents. My salary is there but my family is now suffering because of something that i was not aware of. Please assist me.

Regards Rosta Mashilo Unhappy customer