FNB PREMIER - Pathetic Service!

So I ordered an additional credit card for convenience. Couple months after receiving and using the car FNB decides to put a hold on that card due to 'FICA documents' being outstanding. I called FNB premier and was given the *** e-mail address to send the required documents to. I did this on 4 October 2019. Due to travelling I called FNB premier just to confirm if the hold has been removed only to find out that it isn't. So the call centre agent (Sello) mentions that the credit division has not received the information and the previous call centre agent has probably given me the wrong information. I now have to send the SAME documents to the credit card division and the hold will take upto 24 business hours to resolve, hence I cant use my slow lounge access. So much for having your 'own team of bankers'