Locked account in error

I received an sms to complete FICA verification at the branch before the 28th June, which was done. I went to the branch the Saturday before and they advised that there is no FICA verification outstanding and that they would still send the documents through and it takes a month to update.

My account was restricted after the 28th June , I then went back to the branch a second time and was told that it wasn't a FICA lock and needed to call the credit card call centre.

Called the call centre and they said it is a FICA lock and that there was a case number in the queue which they will expedite (Case Number ***0 ). They did that, and the account was unlocked on the same day. A few days later the account was locked again

Called the call centre on multiple occasions since then, some people say it is a FICA lock , others say it is a collections hard lock, others say that it is a ***** lock. The account is in decent standing, has never been in arrears and will never be.

Can someone please call me and sort this out? I refuse to go to another branch, or waste my time calling the call centre, and have the same thing happen again. I need a concrete answer and I need the account to be unlocked. I also need assurances that the account will remain open as it should.