Poor Standard bank service and support.

I was sent money in my standard bank account on Saturday 8 February 2025. A few minutes later my bank was frozen. I called because it was on a weekend and they said I should provide proof of payment. On Monday morning I visited the branch in Kuruman and they also requested the proof of payment. I spoke to the person who sent me the money and he sent a screenshot of the the proof of payment. Then the lady at the bank said they want a email document. Unfortunately I can't get hold of the gentleman who transferred the money. I reached out to families and friends of his but no one is able to assist me. I don't know what to do now because I need to access my account and pay my debts. It's frustrating because I don't even have clarity of whether I will ever be able to access my account. Why can't the bank accept the proof of payment if it is not in email form?