FNB refusing to release my daughter's funds

My daughter received lumpsum amount of funds into an FNB account on the 9th of February. To our surprise her account was locked without any communication from the bank. I ended up calling my banker to find out why she can't transact on her account. We were told that she must sent supporting documents for the account to be unlocked. we sent docs on the 10th of Feb and on Monday the 13th, we were told to send more supporting documents to the compliance department, which we did on that Monday. To date the account is still blocked, no thorough explanation. These funds were supposed to be used towards her education and FNB is refusing to release the funds. We did not even receive a reference number for our case