Frustrated

Hi there

l am writing this with a heavy heart .l opened my Fnb account in 2018 and have been using it since for everything. Then on the 24th of March l got sms notifying that l am de-registering my online bank ,a few minutes later l got emails saying l have opened a new islamic account ,a new address was updated and cell phone numbers were changed ..l have since not been able to log in to my bank My question is ,how do they create a new profile under an existing one ?,how do they even go as far as giving someone else new a card ...what then happens to my fund ,cant they follow up to see when the account was opened ,call neccesary places to confirm when l started using the account

How does such a big bank be this careless ?