Lost FICA documents, but still change bank fees

I opened a new account a few months ago. The card was never delivered and I cancelled the card and went to collect a new one. When I collected it I took along FICA documents, which were checked by the consultant. I have been billed for bank charged every month, and now that I am finally trying to use the account it lets me put money in, but not take anything out. On the day I collected the card my husband also collected a card and his works fine, but my account is totally frozen. I logged a query today to be told that there was a FICA hold on the account and that I must resubmit the documents. If FNB is too *********** to keep track of the documents I gave them then I want the account removed and the banking fees refunded as I have never been able to use it and I don't have time to run around and resubmit stuff that the bank can't be bothered to track. To think I was going to upgrade to platinum! FNB has gone from great to laughable and I will be looking elsewhere.