Silent treatment from FNB

FNB blocked my mother's FNB account. Despite submitting the required documents to *** the account remains blocked. There has been zero communication from FNB regarding what the holdup is in unblocking the account, let alone any acknowledgement from them despite repeated requests for feedback. My mother has been banking with FNB for over 25 years and this is how they treat their clients, more so those who are elderly. Debit orders are scheduled to run on the 1st but there is no desire or inclination on their side to render assistance.