Same old, same old, ….. no help or assistance

I get a FICA SMS out of the blue. So I call my Private Banker and as usual, he doesn’t take my call. Same old, same old. So I sent him a WhatsApp. No reply yet. Same old, same old. I phone Home Loans for help and get simply told that if I do not send in my FICA docs my account will be frozen!! The person did tell me I only need to send them every 5 years BUT I’ve only been a client for 8/9 MONTHS! Go figure……. Now what do I do.