*********** branch consultants at blue route mall

I opened an account online a few months ago. when I went to fetch my card i was asked to provide fica documents ,I went back home and went back to the branch bringing my ID marriage certificate and POR. about a month after I got an sms saying my account will be blocked because I didn't provide fica documents . I ignored the sms because I know I gave in my documents. I didn't bother using the account as I have another account. money was then transferred to my account last week so I needed to access the account only to find out it actually did have a fica block on it. I once again took my documents in on Monday and was told this will be sorted today and the consultant will call me back today . my account has still not been sorted and I cannot access my own money . what the hell is the problem because i am now done having patience about consultants at the branch who cannot do their job .