No service from Absa

ABSA blocked out account without any notification, due to fica requirements. We came to find out about it when I wanted to make a payment on 28 April. I immediately contacted the business banker handling the account, and submitted the required documents. The business banker is Coen van Dyk from the Ben Swart Branch in Pretoria. I have spoken to him numerous times and the excuse is that he is very busy and doesn't have time to upload the documents. My colleague also spoke to the branch manager. On the 28th of April I lodged an official complaint ref no C-***0 and received notification that I will get feedback within 8 hours ... no surprise I'm still waiting. After more calls to the branch manager I received an email from Coen on 3 May to sign, which was done and sent back immediately. I have made 6 calls to the branch this morning, and it either just rings or nobody is available to talk to you. I called the helpline about the delay in the response to the complaint and both times the lady claimed the line was bad, while I could hear her very clearly. I cant make payments and our association can not function. How do I get this resolved?