FNB - Incompetence personified

I find myself having to submit FICA documents every other month and each time I send them the docs, they still send the same email asking for the same thin which is now getting ridiculous. In the beginning of September I was requested to submit proof of residence to *** which was done. On the 7th of September I received email confirmation from the same KYC email address confirming docs have been received and all is in order. Again this week, in the very same month I was asked to submit these FICA docs which was done and even attached the confirmation email they sent to me on the 27th of September. Yesterday I wanted to use my card for payment and was told my accounts have been frozen. I reached out to bankers on the app and spoke to a lady from Digital Banking Support named Nkosana who just couldn't be bothered with my requests. I asked her to send me the complaints departments information she responds to say she'll send me the FICA department's contact number before exiting the chat. I contact that number only for that number to take me to Private Banking where they couldn't assist me with this issue. Makes 1 wonder why do I pay so much in fees if I am going to be met with such incompetence? What more must I do to get assistance when I send the docs, I get confirmation that is received and all is in order only to be left with a frozen account?