Worst service ever!!!!

Been waiting since Nov 2 for a letter from African bank stating that they can't return funds to me that I paid into a *****ulant account in October so that I can claim those funds from my insurer. I've sent them numerous emails to them and their ***** department, of which all emails seem to have just been deleted and ignored! I tried calling the ***** department only to be told that they don't take calls and everytime I call African bank, they have no records of any of my previous phone calls or emails with regards to this letter. They are delaying my claim for almost a month now and I'm super ****ed!! The most useless service and people working there!!! My email to the ***** department was sent to a Hendrik Sanders who also just ignores his emails and never comes back to me - its like he doesn't even exist!!! Have officially reported them to the ombudsman for banking services as well.