Poor service

I am still waiting for the feedback about why the funds are on balance not available balance .The service is so poor .This is my money we talking about .I need to use the money asap as I said on the email that I have sent. I want my money back .This is a minor account please let it be fixed .Please dont call me because i am at work reply with email as i sent email as well but the only email i am expecting is to tell me that the matter has been resolved .I can use the card because you cant allow the payment to come through on the account the next thing it stays on balance what is the reason for that .