FNB Frozen investments account

FNB has frozen my investments accounts due to needing a Botswana VAT number, according to them its a 19 digit number yet Botswana VAT number is a 12 digit number. Phathiswa the lady who was assisting me put me on hold for 25min on an international call, then proceeded to speak about me in Isizulu ( saying this client is so difficult, can she just hang up already) presuming i don't understand. When i asked for her to email me all that she required to fix this problem, she said they are not allowed to email clients or be on a call with a client for more than 15min. I asked for the matter to be escalated, only to be told she will escalate and hopefully they will contact me on email, same email she is not allowed to send.