Pathetic incompetence from FICA department

After making my last complaint regarding FNB's failure to process my FICA documents, I was assured that all documents were in order and that I had nothing to worry about. I have just received an SMS from the bank now stating that limitations have been placed on my account because they have no record of my FICA documents. It seems that those dealing with this case are utterly ***********, as they cannot seem to sort this issue out. The customer service has also been appalling throughout this whole case. I have sent through my relevant FICA documents THREE times now over a period of many weeks. Why is it so difficult for the bank to process these?!!!