Poor communication / no answer at fica call center

How many calls and how many times must we send our docs for fica , after speaking to too many consultants and emailing the docs to the email address the bank still freezes the account. IF THE DOCS OR ANYTHING IS AMISS SURELY YOU CAN CONTACT THE CUSTOMER, I chose to downgrade my account , called the call center to verify , Sent the info still now I have to go to the branch personally to hand the docs over , today the 26th Jan between 2,30pm and 3pm , no answer at fica consultants , FNB step up your game , you really not helping