pathetic service

on the 28th november 2015, i visited the mentioned branch to pick up my new card for my new gold cheque account. I submitted my proof of residence and my original green barcoded i.d document, signed the relevant documents, collected my card and left. This morning i could not access my account for any reason i couldn't inderstand. I contacted the branch at 8.45am and was transfered to a teamleader named Lungi. She was unavailable and was asked to leave a message for her. I called again at 9.15 and Lungi told me she is in a meeting and would call me back. At 10.15 an hour later she calls me back and says my account is on hold because there is no proof of residence. My question is what kind of service is this? i do not have the time to go into the branch as i work 7 days a week. I lost a days pay to sort this out on the 28th November. I want my account sorted out as i need to access my funds. The incompetence of the staff at that branch is not my problem.