Nedbank card block

Hi my husbands Nedbank card was blocked due to the bank saying they need new Fica .

We phoned in numerous times and they updated everything on their side saying it will be sorted out in 48 hours .

After the 48 hours nothing was sorted . My husband did phone the bank today again and they said we must log a complaint . After that he got a message saying it can take up to 21 days to resolve

We have a homeloan through Nedbank and i think that it is really poor service . How can they just block your card .

Time and again we keep having problems with nedbank .