Poor service

I have opened an account on in October online I think and till now my account apparently has been locked for fica verifications. No one communicated with me. Yesterday I received fund in the account and still can't access the money. I have been to Eastgate mall branch and the customer service consultants, Peggyhave bad attitude couldn't even help, only a lady from sales helped and was patient. I still can't access my money in the account and the lady by the name seipati was kind enough to try her best