Standard bank - Lost case scenario

WE did get an letter on the 7th August'24 that we have to FICA, they will block my acc, I have to do it before the 6th Septermber'24. I e-mail back to ask what documents do I need, on the 7th!! No replay!! On the 18th August'24 my account was blocked without any replay from my personal Banker!! What an battle!!! Out of frustration/desperation I send an e-mail to the CEO of Standard Bank.....NO REPLAY. I did send all the documents they need, all of them, financial statements ext, but couldn't get the block of my account!!! At last, I send to my Personal Banker's mentor an e-mail, and then she helped me!!! This was an extremely bad/sad experience!!!