kyc freeze acc

We have a trust account with Fnb, changed from cc less than year ago. Numerous attorneys called us to ask for fica docs to be submitted. Handed it in more than 5times at the branch. All docs on their system,but still froze our account and money market, even though all docs in order. No answers as to who froze it or why. Have to follow procedure to get it unfrozen. Not our fault,but putting us in bad light at clients as we can't supply our service if our account is frozen. No one can give tel nrs for it to be escalated, we just have to wait till someone phones us back.very poor service.