Absa investigators not doing their jobs.

So it seems the only way to get any kind of assistance from absa bank is to approach 'hellopeter '.I have an amount of 17k on hold in my absa account..on 30 October I was contacted by someone from either hellopeter or absa to confirm that investigators will be in contact and they claim they cannot get in contact with me.I have never been contacted by any investigator..they have since added another 5k to the hold and I have not been informed as to why.Today I spent almost 2 hours on the phone with absa ***** trying to get detail to this hold buy the consultant could not provide any information. He also assured me that the investigator would contact me today.I have sent in the required documents for the 17k and I do not understand why the investigator has not been in contact yet. The service I have gotten from absa is putrid and I am disgusted that I have been referred to as the "suspect" in an email from.absa. Please assist in this matter.