FICA KYC Processing time.

I have been an FNB customer for 10 years and have been submitting KYC and FICA documents each time they were required by the bank. They would send PDF forms that I would fill in and attach the required documents. On 19th April my Premier account was frozen with no communication and I had to call, request the KYC, FICA forms and submitted them. I have now submitted the forms three times because I kept getting different ones and having to call for progress reports. I am still frozen out of my account 20 days later.