Charity's bank account held hostage by FNB

We had to supply documents to FNB in Dec 2014 for our fica compliance. We did this, but despite the fact, that we have re-submitted our documents twice, our account has been frozen since the 3rd of June 2015. FNB has lost/misplaced our documents twice now! We have been given a case officer (f***) and despite the fact that she has promised us on the 1st of July that our account would be immediately unfrozen and active on the 2nd of July, it is still frozen! She does not reply to any emails, we don't have a number for her and have to go through a pathetic call center, which you are placed on hold for 15mins at a time! <br> We deal with various other charities and we have to pay bursary money out to students at the end of each month, so thanks to FNB there are students stuck without transport, food and books! <br> How can any person or organization be treated with such lack of respect. No feedback, broken promises and disgusting service! I feel like closing this account and moving over to a bank which will respect the good work we do!