KYC Issue

My wife opened an account only 3 months ago, all of a sudden she received an sms stating that her account has been put on hold and she needs to contact the KYC department. After trying several times to contact this department after being on hold for so long the call just cuts. We then submitted the documents to the email as specified, it has been over a week and we still have not received any response other than the automated one. This is the worst possible service I have ever received, nobody is able to assist, my money is stuck and I need to get it out, the minute I do I will be closing my account at FNB I will not recommend this bank to anyone. I don’t even understand why they need proof of address and all documents when the account was just opened 3 months ago.