Frozen Account at FNB

I received an email and sms from FNB KYC they said i should email my fica documents on the provided email they gave me and i did i waited for a long time for their response but nothing happened instead they kept sending me the same email and sms and i did send the documents. My account is now frozen without a valid reason because of this fica thing and worse part i even called one of the KYC consultants and asked if my fica was approved and they said yes but still my account is frozen. The consultant told me to go to the branch they will help me and i did that only to find out no one was willing to help me.