hold on bond account

Absa is one of the biggest bank in Africa yet there is no professionalism in their staff members they are so *********** to an extent that I still can't get help even now since May 2014 exactly a year now, nobody can explain why the hold on my account because I can access my reserves as I'm paying my bond up front, from their legal department to the head office nobody have answers for me, now I'm contacting SA home loans and FNB I want to refinance my bond never again I want to go through this bad service again