Funds withheld by the bank

My funds have been put on hold. I went to the branch yesterday and they called the person dealing with the case and the person said they'll resolve it within 4 hours but I am still waiting. They gave me an incident number and told me to check the incident progress on WhatsApp but when I try to do that their WhatsApp support tells me that there was no incident active in the last 90 days. Please I need help with a way forward to get my money back.