My case is not been resolved with a senior that cannot assist their own staff

I have been struggling to get ahold of my savings and accounts to be uplifted by a senior person . Since last week Monday the 15th December I do daily follow ups myself and get promised that they will be uplifted by this senior who all the time there is no time as I am struggling and their junior to uplift my accounts. My case number is ASZA- 2512 - 01320 and my complain matter case is C-***8 I want everything BE RESOLVED TODAY