Can't access my money!!!

I am unable to access the excess funds i have available on my bond account. I keep getting an error message saying the systems are currently unavailable - a very useful and descriptive message.

When I chatted to one of the agents via the app I was informed that there's a Fica block on my profile, and that I need to provide the necessary documents. When i asked why wasn't i informed of the requirements prior to the lock, he/she said that I should've received an in-app notification! Who the hell checks these messages! And how can you send something so critical via an app instead of formal email communication???? Now I'm unable to access funds when I urgently need to! Then I'm told it will take up to 12 days to unblock!!!

What's even more ridiculous is that just 2 months ago I opened a tax free savings account and sent you all my Fica documents. How do you not have access to this! I contacted my banker,and according to him to the block is related to my wife's profile since its a joint bond . Note she's not an Fnb client, never has been, and I've been paying the bond since day 1. None of this makes any sense!!!!

I cannot wait any longer than I already have, its my funds not yours!!! What horrible service all around.