Account frozen

I took a funeral cover with Standard bank, last month I went to the Mafikeng branch to register a claim, the consultant advised that if I open an account with Standard Bank since I didn't have one it will speedy the payout which I did.

I have now learned that the account has been frozen due the certain documents missing.

I called the call center and they advised that the missing documents needs to only be submitted to the Mafikeng branch.

I find this very disappointing, because firstly I never wanted a bank account with Standard Bank, secondly I believe that I had all the necessary documents at the time of submitting a claim and lastly why am I required to drive more than 300km to submit documents due to incompetency from the consultant and why can I not use branches around me.

I would really appreciate it if this matter can be resolved urgently as I need funds in that account