No response - documents sent and no feedback

I have been receiving the sms communication to sent updated Proof of Residence for Fica requirements. I have sent through the documents on the 4th. No feedback received. a week later i phoned in to querry this and the consultant stated that the water and electricity bill is unclear but everything else is in order. Saturday my account is blocked????? i had to rush to the emergency room with my baby and could not pay the bill??? REALLY... WHY BLOCK MY ACCOUNT? WHY WOULD A STRANGER PAY MY BILLS AND IF THEY WANT TOO, WHY WONT YOU LET THEM???? At the same time you send out warnings that you would never request personal information via email? All my debit orders will go off from Tuesday so you better sort this out. I am truely disgusted by your methods. To date i have not received any feedback on documents send and no communication that my account is locked. Well done in exceeding expectations and for doing an excellent job. Could not expect anything more. HORRIBLE.