FNB Freezes accounts without notifing customer

I requested to update my accounts yesterday, both credit and debit card. As of this morning I could not transact from my online banking platform because my credit card account was FROZEN because I need to complete a form, that was NOT communicated to me when confirming the upgrae on my credit card. I have phoned the CRS department numerous times asking them to send me the form and I was told to wait. It is highly unprofessional and inconveniencing me, because I cannot use my own card. Telling me I can't do anything now until I fill in the form. If I was informed that I needed to complete a form and If i had received it, it could have been done. When asking to direct me to a place where I can complain, the person sighed in my ear and told me I have to be patient. Is that how you address customers who are upset with their accounts being frozen without their knowledge? Worst service I have ever gotten!