TymeBank unfair service

Opened an account with Tyme bank in march and I've been investing with them since then. now (11 Dec 2019) when I want to withdraw the app is telling of a limit exceeded error, I call Tyme Bank and they're telling me that I can't increase my limits because they couldn't verify my fingerprints with Home Affairs, to which I ask at what point did they notify me of this problem. The lady advised that I must go to home affairs and get a form, I need my money by friday (13 Dec 2019).

when I asked to escalate the call the call center lady (Sbongile) asks me where must she escalate her call to? ( so it's clear that there isn't adequate training if the staff do not know of the escalation process) the call gets escalated to Karabo who tells me that there is no connection between them and the back office now how is that my problem?

I'm told to send an email to *** i asked if my query will be treated as a matter of urgency because it's already an escalation, she tells me how that team works and the query is going to a mailbox that gets looked at. I get transfered back to Sbongile who tells me Karabo went to go speak to the back office team, which is another building and they're going to call me back. that was before 4pm yesterday and now it 1:20 I've received no feedback from tyme except for the automated response with a reference number. I've even laid the same complaint on twitter and asked for an update this morning and tyme bank is quiet.

I feel unfairly treated that they let me invest with them the whole year only to tel me that I can't withdraw because of unverified fingerprints and not notify me of this?, and why did they let me open the account with them in the first place? I'm here without the money that I need but I can't withdraw it