DISAPPEARING SAVINGS ACCOUNT

This is the second time that around Dec-Jan one of my fixed deposit savings account just goes missing on the app and i have no access to it and when i call they have no reasonable explanation as to why and say that when it is close to maturity date it will disappear but i was never told that or never heard of it.

So i called in since the beginning of January and i cant seem to get an available agent to assist and when i do i still am not getting help accessing my account or the funds on it.

I buy airtime and call until it runs out and when i ask them to please call me back should the line cut before the matter is resolve, i do not get a call back.

I just need access to my funds! Why is it so hard to get help with that