Shocking Service - Cannot access our account

We have been trying to get a body corporate account sorted out since the end of September. Just as there was hope, a Fica block was put on the account over the weekend of 15 - 18 October. We immediately submitted all relevant documentation. To date we have had no reply. Our business banker doesn't reply to us. The manager is on leave. We submitted a complaint via email, as the telephone lines kept dropping 2 minutes into the calls, and a week later have still not had any response. Not even the complaints department seems to care.