Hard Hold on Account

I went through the entire process of setting up an FNB Banking Profile and linking PayPal so that I could withdraw my funds, and now that I try, the error (E-104129) Hard Hold On Account comes up on the screen. I suspect the problem may lie with my documents as I had to submit my current ID along with my marriage certificate since I am still waiting for my new ID with my married name, but if this is the issue then could they not have contacted me at some point before now? I expected that when I received emails saying everything was approved I would be able to get my money without a struggle. I had to use all my airtime getting bounced from department to department and I still don't know how to resolve the problem. Very frustrating.