Soddy / incomplete service from ABSA Bank

I am the cashier of our church, Gereformeerde Kerk Uitenhage, and we have a continual problem in doing transactions from our deacon’s banking account. This is not a very active account with regards to pay-outs. We are blocked from pay-outs and are required to go to the local branch to obtain a temporary access. Upon enquiring why this is so, we’ve been told something to the effect that our FICA for this account is not complete. We requested for more detail on this so that we can rectify and settle the matter. The branch then reports the matter to head office and get the promise that someone from head office would contact us necessary information. This has now happened twice but these promises appear to disappear into cyber space. The third time this happened was on the 27th of January. Someone did phone me and was again promised that someone would contact me but have as jet I have not heard from them again. Meantime, I sit with two transactions I am tasked with to do but am blocked.