Trust Account that supports elderly lady - blocked

A trust account that supports my elderly mother has been blocked for 2 months by FNB as a result of FICA requirements. While I understand the requirements for FICA, all of the required documents were lodged with the FNB Bryanston Branch when the account was opened. FNB can not or would not get the documents from the branch and instead these documents had to be sent to an email address. Having received these documents FNB then requested proof of residence, of all of the trustees (no mean feat since we are spread out all over South Africa and some of us are overseas). FNB cannot check the documents that they receive and constantly state that they do not have the proof of residence when these have been emailed to them. The account has been with audit for 2 weeks and guess what they missing a proof of residence for one of the trustees (which was sent on the 29th June). In addition.. they now require financial statements. This is a little old lady who relies on a bank account to provide her with a monthly income - we not talking millions of rands. The calls to the call centre cannot be escalated and no one is able to assist.... So much for customer service..