Account blocked

On the 22/11/2014, I visited the Standard bank branch in Lenasia in order to place a 32 day notice on my banking account. I was told that I will be able to access these funds at any Standard bank branch on the 24/12/2014. I was on holiday at this time in Durban so had visited the branch at the Chatsworth Centre only to find out that my funds could not be released due to FICA documents which were outstanding. At that moment, I was on holiday & had no documents on me. However, I got back to Jhb & visited the Std bank Lenasia on the 21/02/2015 again. This time I took in my bank statement from Absa which reflects my address & was told that this was not acceptable yet it was on a letter head, not operate than 3months and had an official bank stamp. I had asked the consultant to then close my credit card & she had said that I was owing money's of which she could not accept due to FICA. She had asked me to reapply for a credit card whilst the one I have only expires in June 2017. Why is the proof of address that I am submitting be invalid when the Std bank website stipulates that it is acceptable? What more does Std bank want when I want to close both my accounts?