Incompetant

So when I need to pay bills,I found out my account has been closed/frozen, due to Wizzit bank had an update and lost my copy of my ID.They did not inform or contact me in any way and just closed my bank account. The agent(tshepo or something) told me I need to re-send it again before they will open my account again.Now my mom is sick with cancer needed to go to hospital and I can not access my account due to their error!!! I spoke to the manager Sharon(I know she isn't a manager due to I spoke to her few days ago to get a bank statement) and said she can understand I'm upset and need my ID to be re-send.I'm at hospital worried about my mom now I need to speed home and put my life in danger to re-send my ID. My mom could have died!!! Their mistake almost cost lifes, how bad service is that!!! I asked that the head managers contact me on the 31/12/2015 at 13:00 to sort this out, I did not receive a call after Sharon promised me they will phone me.I phoned and spoke to and agent that adv he is not obliged to give his name to me. I also asked to change my number 5 times, and I did send in all the documents and guess what it is still not done every time a different excuse.