FNB made me feel unsafe

Always felt really safe having my account with FNB… til last week. Got a FICA Document request email. And no matter how I try to ask for help to verify it is not a **** I don’t get straight answers. My bank clerk said “****” and the bank manager said “legit”. The online help tried to help but never actually told me “safe” or “****”. Bs k manager said if worried upload docs on your online banking… that won’t let me. The help/questions email address bounced saying I don’t have permission to email them..?! So from reading other people’s accounts I now have no idea what to do… as I really don’t want my account frozen!