FNB Service down the drain!

So I got a message on my App in Mid-October informing to submit my FICA compliance documents otherwise from 06 Novemver my account will be frozen. So I went to the Eastgate Mall branch on 28 October and I was informed that on my side everything was fine I must just submit for my wife. Again I went to the Cradlestone Mall branch with my wife on 05 November and just a few checkboxes were selected on the App and I was told I'm now compliant. Come the 6th of November my account is frozen! So I called FNB and I was told the people at the branch should have called, I don't know who!, and they would have been informed i which documents to submit. I was then told to mail the documents on the 6th which I did at around 11:00 in the morning and I got a response around 13:30 acknowledging receipt of the documents and that my profile/account had been ublocked. I went to the shops around 18:00 and my card was declined! So I told myself that maybe this unblocking will be done overnight. This morning I went to fill up my car and guess what, the card is still blocked!!! So I called FNB again and after about 20 minutes of holding, the consultant came back and could even complete one sentence before we got cut off. I was expecting her to call back but, an hour later, I'm still waiting! The question is: do the FNB service consultants know their system, both at the branch and online?