My wife account frozen

My wife received an sms notifying her to update her address, we then went to mahube branch together to declare her as her surname has n't changed as yet,the fingure print reader there could not read her prints we were then referred to mamelodi branch,we had a wrong statement (our mistake)due to work commitment she could only go to silverton branch today,but because I completed the form with her initials instead of her names,even though she had her ID to confirm her ID number and initials as per ID. The branch refused to help her.I really find this unacceptable as the issue was only the initials instead of names,to make matters worse she did not have any cash with her thus had to walk back to work which is 8km from the branch.is this how FNB \help you".because I am sure if it was any other bank they would have understood and valued the customer. I was not asking for anything ******* to be done as all supporting documents were there.Maybe it's time to move on and close the account for good!"""