account frozen

My account has been on hold for 2 weeks now. I have submitted all, and they also require a permit which I advised as I opened the account as a non-resident and don't reside in SA. My business is in SA and Zim. I have a shareholder in SA whom will be the director so we are waiting for the COR39 so we can update directorship but in the meantime as we are losing business we needed her to be a signatory so that we can be FICA compliant and can transact. My wife is in SA trying to sort this out but when she calls she is been told she is not the main contact and worse the branch cant help. The worst part is you can never get hold of the person that put the hold on the account. So this is to purposefully inconvenience us maybe because we are foreigners I don't know. Can we at least change signatories for now so that our account can transact. I have been in constant communication with the bank but no one calls to say we are placing the hold so we can at least move any monies that will be stuck there. Please consider us as human beings as well. Your staff needs to be available for us as they were able to easily place the hold. Its as if one person deals with 10000 accounts so they have no time for us.