Bank account personal documents not loaded on fnb system

On the 4 July 2020 i went to FNB Savannah Polokwane to open an Easy Account to receive my Covid19 Sassa Grant. My account was approved. I received my bank card, open my online banking app. On the 13th July 2020 i received my 1st R350 grant. On the 23rd of July 2020 FNB send me a sms notification that my other grant is paid in but i cant withdraw the money because FNB put a hold onto my account because NO DOCUMENTS were showing on my account. I have no income and have 3 kids to support. I dont have my own transport. The service is pathetic regarding my documents that were not loaded on their system. I have filed complaints regarding this matter to fnb. I have called out all my airtime that was left. Nothing was resolved.