Hard hold on FNB/PayPal withdrawal

I have always had the best experience from FNB in the approximately eight years I've had an account with them. As a freelancer I have been drawing out PayPal income to my FNB account for eight years and never had any problems. Suddenly, like apparently many other people, I have had a hard hold put on my account and cannot draw out my PayPal income. I have tried calling the FNB/PayPal call centre, but they are not currently taking calls due to being short-staffed because of COVID. According to other similar complaints online, you're supposed to fill in a form, but if I cannot speak to a call centre agent, how do I get the form? We do not have an FNB branch in our town, so I can't just go into a branch and chances are they wouldn't know the solution either, given that it is a PayPal related issue.

FNB, first off, it would be a little more humane, especially in the current COVID situation when people are under incredible financial stress, to give your clients advance notice via email or app notification that a hard hold will be instituted within X number of days until the required forms are filled in. And then it would also be good customer service if you would provide the forms to your clients upfront. Right now there are so many people frantically searching online and trying to resolve the issue with no public statement from FNB as to what the problem is and how to resolve it. People are in fragile financial situations and many people who are fortunate enough to be able to work online and earn an income in dollars, myself included, are dependent on those funds to support their families. This would be shockingly bad service from FNB at any other time, but it's especially badly executed given the current circumstances. It would have cost you nothing to do this in a pre-emptive way and give people a heads up and clear and complete instructions on what to do to prevent the hold from being put on their account as well as providing all the necessary forms directly to your clients. As the ONLY way for people to withdraw their PayPal funds in South Africa, I think you had a responsibility to handle this with a lot more integrity, forethought and understanding of the impact of this on the clients you supposedly serve.