FNB Poor Service with Pensioner

My mother who is a pensioner received a msg from FNB last week threatening to freeze her account due to outstanding Fica documentation. Firstly she was never told there is outstanding documents and has had this account for years, Secondly, i called FNB last week to try get information on what is needed. I spoke to 9 different people, several different departments with several different numbers and yet to no avail, after being on the phone for almost an hour, i was eventually cut off. No-one could assist me in telling me what was needed, or how she can sort it out. After that call my mom went to the FNB in Alberton City, that was no good, keep in mind she is a pensioner and lives in a Retirement Village. She was told by FNB that they cannot help her, she has to go to the council to get a letter that proves her address, however that letter my mother already had with her, she received it from the Retirement Village where she has been living for years. FNB would not accept that, they would not even look at her account or take her ID number to see what is needed. So now she is sitting with no further details, and this horrid bank is probably going to freeze her account. She went to the bank on two occasions last week to no avail, she has to take an uber every time she goes as she is not able to walk that far at her age. This is unacceptable and highly unprofessional. The service and attitude i received on the phone when i called was appalling to say the least. If we do not have satisfactory feedback by close of business tomorrow , i will be closing this account and i will take this further before i close that account. This is why i stick with Capitec, over 10 years now, and i have never received such horrid service.