FICA fiasco

I recently opened an account over the phone with a great consultant. I managed to switch my debit orders and salary. I sent the FICA documents they requested and I got an sms telling me there’s a hold on my account because I didn’t send the documents! I sent them twice, i DM’d FNB on Twitter about my ID being lost I was in a horrible accident where I lost a limb and my ID. I was told I’d be able to use my drivers license to collect the card. Now I’m furious I supp**** a copy and POD as requested. I can’t use my money because of documents I sent? I need to call my creditors to tell them my debits won’t be paid and my rent because FNB is withholding my money!