Nedbank Private Client Terrible Customer Experience

I have been abroad since January working in the USA. I have been sending money to my Nedbank account with ease and accepting the payments on my app with no issues. As of recent I have been having so many issues with receiving my last transfer. I have never been requested or forced to fill out any paperwork before, as my personal banker told me that I can just accept my transfers via the app which I have been doing. Now my money is on hold because I am being forced to fill out 10pages of paperwork which make no sense to me. My personal banker is of no help to me, ignores my emails without any care that I need my money in my account. I am so confused as to why all of a sudden my money is being held from me when all these months i had no issues transferring from my USA bank card to my Nedbank account. The paperwork that was sent to me makes no sense at all. I cannot call the bank because I work on a cruise ship that has no service. My personal banker will not explain these papers to me and now my credit score will be affected because my money is on hold to pay for my credit card. I have tried to message an agent on the app with no luck. My personal banker does not care. So can anybody please help me understand what is going on. This is the worse treatment I have received. I am far from home, I cannot access my money all of a sudden because somehow things just changed and now I am not allowed to receive my payment. I cannot fill out paperwork that makes no sense to me, and absolutely no one from the bank is assisting me. Why change the rules after 5months. Why hold my money after I have been easily sending money to my Nedbank from January with no issues.