why do I need to be FiICA'd after 15 years!

Tried to use my credit card but it was blocked, no notification that it would be blocked! Phoned Standard Bank today and was put through to the FICA call centre. After having had a prestige account for over 10 years and a credit card for the same period they have blocked my credit card and I have to go into a branch to re- FICA, why can they not find the original FICA and why is it now my problem....no managers available to help, no one calls you back...please can someone phone me and sort this out as I am going out the country on Monday!