USELESS!!! Mandate form errors - no access to my funds. Since before mandate forms

I have been unable to receive my salary from abroad. Your Mandate form gives an error. Your phone lines are OFF, and you do not respond to email. I see my child ONCE a year, and we were supposed to be going on holiday tomorrow. Which has been paid for. Which we can't do - because I have no access to my funds - for over a WEEK!!!