EXTREMELY UPSET FNB CUSTOMER

I found out yesterday that my credit card balance has reduced to R 0.00 - ZERO! Without any warning, without any nothing FNB just decided to change my balance to R 0.00! Chat to them on the FNB App and found it is because of outstanding documents. Please keep in mind I still can't find the email where they requested documents to be sent. Also, please keep in mind I updated my surname after we got married (2019) and my updated ID and proof of residence had to be submitted then. So there is actually no reason for FNB to request updated documents from me. The documents were submitted yesterday. Today I received an email stating that they need recently certified copies of my ID and proof of residence. We are living in COVID times, how do you expect me to do this?? I did respond to the mail, still no reply and it has been about an hour.

Tried calling them today: the line got cut about 4 times. The first 2 times I were transferred to the incorrect departments and the other 2 the line just got cut. Eventually got hold of a lady and she was able to activate my credit card account again (thank you very much for your assistance). Now all of a sudden the certified copies aren't necessary anymore - how?

My question to FNB is the below: 1.Please explain to me how you can just change a client's balance to R 0.00 - without a warning, without anything as much as a phone call 2. How did you expect of me to go about my daily expenses with a R 0.00 balance? What if I got in an accident? What if I had to go to hospital? What if my car broke down in the middle of nowhere and had to be towed? 3. How is it possible for someone to active my balance again, without any certified copies? But this only happened after I threw a tantrum about you changing my balance and decided to call FNB

As you can see, I am one extremely upset FNB customer!!