Terrible service

I have received mails recently from my banker at ABSA that I needed to provide documentation for FICA purposes, however the mail never stated what is required and how I go about providing the required information. I rep**** to the mail every time asking what is required and how I was to provide this info. No response. A month later, the same warning mail that my account functionalities would be blocked if I don't respond to the mail. I did respond, again asking what I was to do. Again, no response...Today, I tried to make an online payment and I could not. Calling the Online support help center I was advised that there is a restriction on my account due to FICA requirements. I tried getting this resolved and was then told my banker is the only person that can assist. I was provided a different phone number than the one I had but that rang and eventually went to voice mail but stating that the mail box is full. So now I am stuck, only 1 person at ABSA can assist and that person is not available and has no means of receiving a message, via phone or email (or does not respond). This is really terrible service.