Lifting of dormancy on account

When I tried to make a payment out of my savings account in my Trust's name I found that it was dormant. I phoned the customer service I was told that it was dormant because I didn't use the account for a long time and that I had to go to the branch to lift the dormancy but at the branch they told me that my fica had to be done before they would be able to lift the dormancy. I handed in all the relevant documents, as requested by them on Monday 24 August and was told that the dormancy would be lifted latest Wednesday but they contacted me yesterday to tell me that it was not finalized as yet. This is really unacceptable!!