Extremely poor customer service

The FNB Premier Banking service claims to give customers the best personalised service. This is not true. On 27 August I made a query regarding FICA documents that need to be updated, in order to prevent my account from being frozen. I was told to submit them via email to the agent that I was dealing with in order for them to be updated. Three weeks later, and after numerous follow-ups, nothing has been done. Last week when I followed up, the agent said she would get back to me within 24 hours and I have just not heard from her again. I have also called the call centre and emailed the documents to another agent, in addition to logging a complaint at FNB online, but have had no response either. FNB is now sending me SMS messages saying that my account will be frozen because I have not submitted updated FICA documents, even though I have, and it is entirely their fault that these have not been processed because of their poor customer service.