No/vad communication

I have a homeloan with Nedbank since 2019. They somehow decided to send all the text communication regarding my homeloan to my sister! I have called and been to see them in person, but it can't seem to be fixed. Today she forwarded me their latest communication: "Dear Client Despite our efforts to contact and help you, your account has been blocked because of outstanding ongoing information required under FICA." They NEVER contacted me! VERY BAD SERVICE!!! And they are ignoring the POPI act