Terrible Service and terrible communication

Highly disappointed in the level of inconsideration and a lack of communication and uninformed staff in their customer care centre. My account got frozen without any heads up or proper communication. I received an sms on the 16 March 23 stating to contact the branch/ your banker because some information needs to be confirmed and I have to contact them no later than the 17 March 23. (How do you expect someone working full time to just drop everything and come to the bank with 1 day notice?) I called the customer care line and asked what was the sms regarding and I was told to send a document to a standardbank email which I did. Only to find a week later (24 March 23) I receive an sms stating that my account is not FICA-Compliant and that i should email a certified copy of my ID within 10 days. But later that day when I checked my account it was already frozen. Can't access funds, can't transfer or even buy airtime. I did what was neccessary to ensure no interruptions/issues on my account yet my account was frozen. I had to go into a branch during my working hours to seek assistance only to be told a new story at the branch. Why must there be so many levels of different information, why can't your customer care line be properly informed to actually assist so that there isn't unneccesary back and forth and contradicting information? Why do we always need to come into the branch to get assistance? I have been to several standard bank branches prior to this for different queries and products yet not one of your staff mentioned any issues with my account. My account is still frozen and I need for it to be unfrozen and for this to be resolved, I was not notified of my account being frozen. Freezing your customers accounts is not a proper means of action to deal with account detail issues.