Account on hold for 2nd time!

My daughter's FNBy Next account [***] was upgraded to a Fusion Aspire account in May 2023 and since then the account has been put on hold twice for different reason and my daughter can't access her money. When we upgraded the account with Queen Kgatlhane [Rustenburg Waterfall Mall branch] we signed all the documents presented to us on the tablet. All was fine until a few weeks when was placed on hold due to 'proof of residence' issues. My daughter had to go to the branch again with a different proof of residence, this time in Potch with consultant Kamagelo Pule. My daughter gave him a bank statement from a different bank and I received an email on 25 May from the Potch consultant stating all was fine. Then around 5 June she received a SMS stating that the account would be placed on hold due to 'outstanding information' again. This time 'customer agreement' not being received / signed or whatever. I called *** on 9 June and spoke to Ntombi who I asked to send me the customer agreement and she said she would escalate it and request it to be emailed to me. This never happened. I have power of attorney over my daughters account as she is in university and can't always answer calls. So now due to the customer agreement which nobody has or can send me what must we do. This is pathetic service from FNB as the first consultant told us all was well, then the second one did the same and strangely enough nobody can help us.