Disgusting FNB income verification process

I had a large sum of money deposited into my FNB account from Savings. The funds when yhen withheld and was sent a text to email the FNB income verification department. I had to find out myself what documents would be necessary which I sent immediately. I received no correspondence therefater. It's been five days and when I phoned FNB regarding the matter, Tumi from the call center could not provide me any information. She later just put me on hold and didn't get back to me. I have read plenty reviews from FNB customers who have experienced the same appalling treatment. This is unacceptable and I am at my wits end!