Funds frozen

Yesterday I received funds into my account for the sale of a property. My account is with FNB and my bond is with FNB. FNB phoned to verify what the funds are for. I confirmed that it was from the sale of a property. I was then told that the funds had been frozen until I could provide proof of the sale. I advised her that as the bond was with FNB and being cancelled in this sale process that FNB has the documents as they are party to the transaction, so can confirm that this is the source of funds. She was not interested in this and told me the funds will remain blocked until I provide an OTP and final account statement. I asked for the email address of where to send this information. She refused to give it to me over the phone and said I will receive a message with these details. Shock horror, I have not received this message so don't know where to email these documents that FNB already have to!!! Pathetic service. Could understand if my bond was at another bank, but alas, it is not.