Stranded abroad with no access to my bank account

On the 24th of August I received an email requesting for FICA documentation to ensure that my account stays open. I rep**** to the email advising that I work on a cruise ship and I am out of the country since 2 August with no access to any documentation and I only return in January of which I would be able to provide said documentation. There was no acknowledgement of the email, no response advising if that would be okay or if it was still needed. 10 days ago my account was frozen without warning. Imagine being stranded abroad with no access to money. I have chatted with your Private Bankers through the app trying to get assistance, but the level of incompetence I have been faced with is unmatched. I keep getting told to contact the call center, but in order to do that, I need to buy airtime, and to do that I need my bank account to be unfrozen. I have outstanding bills, sick parents needing medication not to mention being abroad in foreign countries with no access to money. The lack of empathy and understanding for your customers is disgusting and makes me sick to my stomach. As I type this, my query is ongoing. I am getting nowhere with you and I now need to approach the South African Consulate in Spain for assistance. I have never hated an organization more than I hate FNB right now.