FICA Docs

The bank concerned sent me a sms informing me that I have FICA docs outstanding. I Chose to ignore the sms as my acc is not older than 2 years and I have submitted all relevant docs when I opened my acc.<br> <br> All of a sudden my card declined and at the atm a message said that there was no acc link to my card. I phoned customer services and they confirmed that my acc was frozen due to FICA docs that was outstanding. I have sent a email to customer relations on Monday 9/3/15 asking for an explanation but is ignoring me to date. <br> <br> I would like to know why when I handed in all the required docs, I now have documentation outstanding and what happened to the ones I handed in. I now have to be inconvenienced and go to a branch to correct this.<br> <br> I feel this borders on ********* from their side and holding me to ransom by freezing my acc. This should be *******.