Frustrated FNB customer

It's been a week since I've submitted my account confirmation letter to FNB as they had requested. They have submitted it to the external bank for verification but since last Tuesday i haven't had any feedback. Ive emailed the relevant department but i haven't had a response as yet.My FNB account has been blocked for over 3 weeks. My bills are all overdue . This is extremely frustrating as to how long FNB treats matters. Been a FNB customer for over 20 years is this the level of customer service you give to clients???