Nedbank Streubens Valley branch's inability to FICA NPO account

Our organisation's Nedbank bank account has been locked since mid-July due to non-compliance with FICA. We did not receive prior warning that the account will be locked if we did not FICA. All our attempts to correct this matter have been completely futile due to the incredible incompetence and lack of knowledge of the Streuben's Valley branch staff. To date, three people have visited this branch three times, among which an EIGHTY-ONE-YEAR-OLD lady who is one of the original founders of the organisation. They have spoken to SIX consultants at this branch and yet the account remains locked due to the staff's inability to FICA the signatories/account and to advise us on how to solve the problem (or what the problem even is). During the last visit, on 25 August, the signatories were told that the staff did not know how to FICA the account??? Supposedly the matter was handed over to a business banker by a Nedbank “service consultant” (her name is available upon request). Our subsequent attempts to follow up what is going on with this issue with this consultant remain unanswered, as she has not responded to any of our follow-up emails. We are trying our best to comply with the FICA requirements so that we may regain access to our bank account, but the service we are receiving from this branch is pathetic and utterly unhelpful.