Worst bank ever

I work overseas and opened this account for the sole purpose of sending money from my American account. I was unable to do so for some reason. I was sent home for medical reasons and didn’t realise my account was blocked due to arrear bank charges for an account I was not able to use. When my insurance paid my money in for medical expenses into this account, it wasn’t reflecting. I went into a branch and was told that the account was frozen due to arrear bank charges and that once I paid the arrear fees, the account would automatically close. I then asked what would happen to the 12000 my insurance already paid in and they assured me it would revert back automatically once the account closed. After a month and a half, the money was still not reverted back and I went to a branch again only to be told that the account is not only still open, but that they now needed all this banking information from my insurance and proof etc which my insurance is unwilling to give them. Now I am sitting with an open account that still keeps charging me bank fees, I cannot get my money already in this account for medical bills and I have emailed and gone to branches and no one seems to be able to help me or I get zero response. I don’t even know what to do anymore. Worst bank ever! Absolutely horrifying service. I am about to go to an ombudsman since clearly they have no problem robbing people