Head office is responsible for the closure. The branch would have entered the documents required and satisfy head office hence why both frozen as connected to your passport all on one computer system
Sorry to hear of your experience. Mine total opposite. Arrived back from Australia with frozen account. Went to branch were i open my bb account walked out less than an hour and all opened and app working. Obviously had all the required paperwork they wanted to see, did face recognition and sorted.
DTV is not issued for those who work away from Thailand fifo etc you would need to meet one of the criteria,s to get the DTV other than your offshore work