Mukuru system glitched we all had negative balances

Yesterday, there was a major system glitch where, regardless of the actual amount in one's bank account, the balance appeared negative, making it impossible to transact. While I fortunately did not need to make any urgent payments at that moment, I was left wondering what I would have done had I not had cash on hand. This morning, I attempted to unblock my card, only to face further complications. As a passport holder, I was unable to proceed because Mukuru system does not allow the input of alphabetic characters in the passport/ID field ..something it should accommodate. Desperate to resolve the issue, I contacted the Mukuru landline, only to be flatly told by Adine at card department that I must email a copy of my passport along with a photo of myself holding it in order to unblock the card. Despite explaining that I urgently needed access to my funds, I was informed the card could not be unblocked until that email is received and attended to with no indication of how long that will take. I find it deeply concerning and unacceptable that access to my own money is entirely dependent on an unpredictable email response. This, compounded with previous frustrations such as delayed payment processing (often a full day behind other banks) and the inability to make local EFTs, makes banking with Mukuru feel increasingly unreliable and restrictive. At present, I am completely at their mercy just to withdraw my money which is not only inconvenient but painful for lack of a better word.