FICA blocked my card purchases

My credit card was rejected when I needed to pay for goods at tillpoint. Fortunately I had other funds which I could use at the time. I thought it was the supplier's error. When I tried to draw money at the atm, it rejected again saying there is no account linked to the card. I emailed the query to Standard Bank which took them 2 weeks to respond due to high volumes of queries. Their response was that I needed to comply with FICA, and that I needed to come to the bank and provide them with the necessary documentation. Standard Bank did not send me a notification as a warning which would've saved me a lot of confusion. In this day and age, do I really need to come into the bank? But I'm afraid to email the docs because Standard Bank would possibly take longer than 2 weeks to lift the FICA block. How outdated.