Existing Account of 8 years frozen and funds inaccessible without warning for FICA documents

I have been a loyal and happy FNB Private Banking Client for over 8 years with a cheque, credit and mortgage facilities for the entire duration. I am currently 8 months pregnant and what was supposed to be an exciting shopping trip on Saturday morning to Baby City for my newborns debut instead ended in tears after ringing up R4000 worth of goods only to find out that my entire FNB portfolio and funds had been frozen without notification or warning, leaving me unable to access one cent. After over an hour on the phone with FNB (being on hold for most of the time) the consultant told me there is nothing that can be done until Monday. I had to call a friend to come bail me out for the goods, and even parking money just so I could get out of the mall and they were kind enough to also lend me some money for the rest of the weekend. Needless to say, an embarrassing, emotional and frustrating experience! This is what happened...

Late on Friday afternoon at 15:40 I received a 3 part sms reading: "Thank you for opening your FNB account. Your account is on hold as per FICA until your certified proof of address (not older than 3 months is received. Please submit to ********** This appeared strange to me since I have NOT opened any new accounts and even the email in the sms didn't look right "kyc"?? My proof of address had been submitted in the past for these accounts anyway – FICA was established in 2003 and my accounts were opened in 2011 to which I would have had to provide the necessary documents or an account would not be opened, so why NOW would I suddenly need to do it again? Suspecting there’s a mistake or possibly ***** and this sms was perhaps a ****, I took screenshots of the sms and immediately sent an email to my private banker at 15:44. My banker rep**** at 18:16 and advised me to call a contact number she provided "as this may be your main cheque account". My initial response was how can it be my main account - I've had it for years and haven't opened any other account? There must be some kind of mistake or ********** activity and outside of business hours so late on a Friday there’s not much I could do to get to the bottom of it. The next morning at Baby City when I then attempted to pay with my FNB cheque card, it was declined but did not give a reason why on the receipt. I asked the teller to try again and after the second decline I told her I know I have funds in my account so perhaps it's the card machine that is faulty - she tried another machine while I checked on my FNB app just in case. The transaction declined again and the app showed I had way more available funds than the required R4000. Interestingly both my credit cards (FNB and Discovery) were showing available funds were R0 which I know is not correct as I have available credit on both. I immediately called my Private Banker as my concerns from the sms the night before being related to ********** activity were increasing. This is when I found out that the sms the afternoon before wasn't for opening an account as it stated - it was for my existing account and without any warning prior my entire account and funds were inaccessible from the time of that sms. After the hour on the phone with FNB (standing in Baby City by the till, and being heavily pregnant standing for so long is NOT easy or pleasant) trying to sort it out there was nothing that could be done as the department that accepts the documents for FICA was closed and there is also no escalation process to assist someone outside of business hours – how ridiculous! The problem I have with this experience is that I received NO notifications or warnings that I needed to provide my proof of residence by a deadline for FICA with the consequence of my accounts being frozen if I did not do as required. Also to do this to someone late on a Friday afternoon and freeze accounts with a sms that isn’t even correct as I never opened an account is really unacceptable and very unfair to a client especially not having any operating procedures for outside of business hours. If I had been notified I would have done the necessary and all this could have been avoided or even if I had been notified at a reasonable time – not late on a Friday!! Furthermore, I’d REALLY like to know WHY my account suddenly after 8 years required FICA again and why the message I received stated I had opened an account as this really doesn’t make any sense!!