worst experience ever!

I recently opened up a cheque account with FNB. I responded to an SMS and received a call back and opened up the account. I was told that I will be able to use the account but to please bring my new ID with my marriage surname to any branch as soon as I receive it. (I haven't) I started transferring money into the account which it glad accepted however to my surprise when trying to use the funds in this new account of mine, was notified that the transaction was not allowed. after days of trying to purchase electricity and airtime and trying to withdraw, I chatted to a lady by the name of Lerato via secure chat on the app and she told I cannot use the accounts as I have not submitted any documents. so fnb is sitting with my money, I haven't been able to buy electricity, food or make withdrawals in this difficult time because FNB allows me to deposit into the account, but I just cant take any money out of the account! not only this but i have also been charged a monthly fee yet i cant use the dam account! why allow me to deposit in the 1st place. I cant get to the branch because I am not feeling well and I'm working from home. what does FNB expect me to do? why was I told I can use the account in the first place???? i just want access to my funds and to close this account.