Complete lack of service from business banker at Nedbank Cresta

I got a SMS from Nedbank informing me that my one trust account needs to be FICA'ed. I contacted the FICA helpdesk and was informed that only my business banker can receive the documentation. I e-mailed my business banker on the 6th April 2018, requesting clarity on what documentation is required. Today my one trust account is still blocked, and I have not received any reponse on my e-mail. I phoned this morning (16th April 2018) and tried to get hold of my business banker, to no avail. On request that I can speak to the manager of this branch, I was transferred from the one to the other, with no success. No No No Nedbank - if you want me to play ball, then make sure you stand on the other side please.....