FNB Cornubia

I had recently reopened my Gold cheque account with FNB. The registration was completed online. A lady contacted me telephonically to complete the registration. I was only advised to complete a debit order and salary switching form and received an email as well stating that I needed to complete these forms. I contacted the FNB call centre to activate my card, they confirmed my card had been activated. I had deposited money into my account and attempted to do a transactions however, it had given me an error "Transaction not permitted on account". I went to the FNB branch in Cornubia mall and was advised to contact the call centre which they assisted to call from their line. After holding on the line for over 25 minutes and not been able to speak to someone, a Male at the branch advised me that I needed to submit a copy of my ID and proof of residence - that's why I probably had the issue. After asking if he could assist me to check what the actual issue is, he advised that he would not be able to check anything as I had opened the account online. When I opened my account I was not advised to submit any documents and the employees at the branch cannot assist me and I cannot get hold of anyone telephonically - this is really frustrating as I transferred my money into that account and now I cannot use it! The employees at cornubia branch are clueless and are of no assistance.