Can't submit FICA docs to activate account

I opened a personal bank account in the last year but haven't been using it. I have only been using my business account. When I wanted to use my card form my personal account to buy something recently it was frozen. Support told and was told that there was an outstanding FICA document needed. After being passed to and fro between a number of operators I still did couldn't get ion touch with the right division to help me with this. Also the number that one of the operators gave me to phone turned out to be the wrong number. I lodged a complaint on the website. Someone called me back and mailed me and email address to where I should send my Fica documents. I did that. I followed up after a couple of days. No reply. Its is almost two weeks now. Please help me