Wise complaint: Is Wise a reliable bank?

My wife opened a Wise account and transferred her money to it.
After one year, Wise wanted to verify again her address again.
My wife undertook to send them all the requested documents but in the meantime, Wise blocked her Mastercard and her bank account. She no longer has access to her account and pay her bills. She has been fighting for two weeks and she has no news from Wise. She can’t do anything.. she is worried about her money.
We have never had this kind of problem in our 30 years of experience with banks! Even when there are payment problems (which there are not), you can still access your account and use your money.
Do you accept that your bank account is blocked, that you can’t consult your account or pay your charges anymore…?
Well, Wise can block your account and your money for a simple administrative question and without you being in the illegality.