FICA

I am a South African citizen living in NZ and my accounts were frozen due to FICA requirements not met. All good! I submitted documents about 2 weeks ago. It's been 3 weeks and my account is still frozen. I have submitted about 4 forms and every single supporting document I have. I have been asked to email numerous email addresses and I have called customer care twice yet no one can tell me more. I have 2 bond accounts open with FNB and other accounts yet I have been given the run around!