FNB putting account on hold

I received emails to submit my FICA documents to fnb. I sent through my documents on the 13th June, but despite that my account is now on hold. I cannot make any transactions on the account. I've called to follow up on the 14th, 15th and 17th and each time I'm told my case will be escalated to the relevant Dept to upload my documents. The reason for the delay I'm told it's because they have a lot of emails. Why do they then request us to email if they struggle to get through their emails? When asked about submitting at a branch, I was told it'll be the same, the branch will emails to edd and request that they upload the documents to my profile. I am a single mom of 2, currently sitting without food and electricity because someone at FNB cannot get through their emails. How is this fair? I have money in my account but cant provide for my children. When I tell the call centre agents they can only apologise and tell me they understand and promise to resolve it in 24 hours. Its been how many 24 hours now? I am very disappointed and just don't know what to do anymore.