Account Frozen

<p>My homeloan account was frozen without any interaction with me. I started realizing its not on my mobile app anymore and thought they were busy with something on their side then after a while I realized my Ebucks level fell and only then when contacting my banker did she inform me it was frozen due to Fica documents not submitted. </p> <p> </p> <p>I was told an SMS was sent to me in September, as someone who does not delete smses I could not find this sms that was supposedly sent. But other than that, they are quick to email and phone if they want to sell stuff, but when they must communicate anything important it does not happen. I pay way to much banking fees to be in this position. I understand Fica is a requirement, and will submit the documents, but make more of an effort to let me know, an account cant just be frozen due to your incompetence.</p> <p> </p> <p>When sending the document that is required of proof of residence, since the house is on my and my wife’s name, I included the Levi statement that included both our names, then I receive a mail from them saying they need a proof of residence for both of us…Does this mean I have to attach the same document twice?</p>