Hold on account

Tymebank has placed a hold on my account for almost a year now, pending verification. I have a pending smart ID application with DHA and as a result the online verification fails. I have been requesting tymebank to at least assist with manual verification as my green ID book is still active and valid because I need urgent access to my funds. Tymebank keep referring me to the online verification even after I told them million times that it will not work until DHA completes my application which is taking forever. The financial and emotional inconvenience I'm enduring due to this is unacceptable, why can't I be verified manually?