Ongoing due diligence: Confirmation of information

My private wealth account is been blocked on the 16th of Jan 2024 due to (KYC) FICA verification, i then reached out to the KYC customer services on the 17th Jan 2024 to understand what could be the problem as i didn't know by then and my banker's number was not getting through, the agent told me to submit my (ID copy, salary advise, proof of residential and fill the provided form) and return them to the following email ***, i managed to submit all the documents which the turnaround time would be an hour to 24 hours.

The very same day only the credit account was active by the cheque account was still blocked, at this stage i have no cash on me all my money in the cheque account couldn't be reached. on Thursday i called the KYC customer services to understand what could be the hiccup because i have submitted everything needed, that's where i met the devil herself, i was greeted by the lady called Shadea, the call was answered at 08:24 dated 18th Jan 2024, her tone and the energy was so rude, the service was straight from hell, i explain my problem and to which i told her i ran out of cash to even call you as once the airtime get used up i will be stranded, the monster lady couldn't care-a-damn she told me the proof of address provided is in "black and white" i have to resubmit it in colour, while arguing her to let her manage to the phone my airtime got cut.

i went to the original email i received "the proof of address" from the letter/statement was in black and white which prompted me to search for some change in the house to buy airtime, i called the KYC customer service again to submit my statement on the issue of "proof of address in black and white" this time i got a very sweet lady willing to listen to my problem which i explained the "black and white proof of address letter" issue she responded by saying there is no such story the only document that needs to be in colour is the ID document everything submitted is in order she will escalate the matter which turnaround time again will be maximum of 24 hours.

today i am writing my experience the date is 19th Jan 2024 my account is still blocked i have no money.