FNB/ FICA poor customer service

Received a SMS to say my mothers account on which I have signing power is going to be frozen as they need to confirm her address. After several attempted calls I get through, the consultant tells me to write a declaration that my 91 year old mother resides with me and to supply utility account. which I do immediately. Two days later account is frozen. Tried calling again and again FNB experiencing higher than normal call volumes. Try to log a complaint however FICA is not a complaint listed option. Then Friday I get an email with a form I must cmplete. What a waste of time as signatures not required. Later in the day I get a call with regard to the complaint I had registered under digital banking just to be told I need to complete the online form. which I had already emailed. Today account still frozen / blocked. Not at all impressed with FNB. If you want to FICA by all means but ensure you have sufficient staff to handle the work load or assign to certain individuals. FNB advertise they accessible until you bank with them then they cannot maintain the customer service they advertise. Query ***8 refers.