FNB Gold Cheque Account

I have a FNB Gold Cheque Account for 3 weeks now and 1 week ago I tried to pay for Petrol and went into the branch in Woodstock on the 12/12/2018 and was told everything is fine and Saturday I tried to pay for Petrol again and it was declined again, the slip just says General decline.

I called FNB call centre today on ********** the first consultant Jamiel on reference#RG ********** 963 he advised my account is on hold but I was never notified or contacted about this and he advised needs to transfer me. Got through to Thabo who advised he will transfer me to personal kyc deparyment as I was transferred to business department. I am now waiting on the line for 17 minutes so far and finally got through to Bridget who was quite rude and she advised they don't give reference numbers which I found strange as the first consultant gave me a reference. She advised to use her name date and time spoke to her at about 12.10pm 18/12/2018. I was not notified that my proof of address was required and she could not advise me why correspondence was not sent to me. I requested her supervisor. She advised her team leader is on lunch and will be asking him to call me back his name is- Bongumusa

I don't feel this is fair as on 15/12/2018 my statement nicely states the service fee of R105.00 but I cant use this account!