Enquired about my blocked account

My name is Remonia Cloete. I went to the branch in Kalahari Mall in Upington in november to request a statement after which I found a hold has been placed on my account. The consultant who assisted me called the helpdesk and they promised they would sent an email to the branch to explain the hold. The consultant promised to get back to me but I have not heard anything since. I sent and email to the contact centre on 23 december 2015 to enquire again and the responded saying a consultant will contact me within 2 working days, but up until today I have not heard anything from anyone. The incident number I was given is ***1. My contact number is ***.