Bad Service from Call Centre and Carlsworld branch

i have submitted my documents(proof of residence and id)when i went to the Carlsworld branch however the lady that assisted me did not scan and send through my documents. days later, FNB froze my account, i then contacted the branch and spoke to Phineas who advised that i should send him the documents which i did, i now am unable to use my account two months later, i contacted the Call Centre only to be told that there is no supervisor, team leader or manager to assist me, i have spoken to three different people who all had the dont care attitude which i am not surprised about, i was placed on hold by Miss Mtshali, the call dropped and that happens all the time, it is now 12:16 and i have not recieved any feedback via e-mail from anyone who i had copied on the mail. i expect a response and a solution cause i am sick and tired of going into branches to keep submitting documents that was requested long ago, please step up the service.