Disaster FNB

So FNB has turned my life upside down in 3 days. On Wednesday morning I woke up to a negative balance of 17k. When I called fnb I was told that my account was on hold as I had not submitted documents for fica. Then I was told an sms was sent to me on monday. When I checked the sms it said thank you for opening up a new account and after I told the agent that I had not opened an account countless times and speaking to the ***** department I was told that it's a standard sms, then I was told the sms was sent in error but my account was still on hold. Okay I was given 3 emails to submit my documents which I did one being for ccdcouriers. I comp****. Today the hold has been removed but my salary is gone, I apparently owe fnb R18k as they have charged me for a negative balance. And no one knows anything.