I really need to switch banks!!!

Good day

I have a fixed term savings account that I want to unlock, but my unlock fee is R186 and I have called the call center and no one is explaining to me why I'm being charged this much.

I spoke to the first consultant and she said the matter will be escalated and I will get a response in 24 hours.

No response up until now.

I call again then I get a consultant who put me on hold from 10 - 18 minutes silence and I had to drop the call. Still my fixed term savings account is still locked and no response from the call center.

Could someone please assist me I need my funds Urgently.!!!