My brother cannot get his money from his account

I am in kzn and my brother is in rustenburg.there was money deposited in his account but he cannot access the funds and there's no explanation for that.he spoke to the manager but he is also not assisting in any way.my brother asked the manager to call me and explain to me what is the problem but he failed to do so.i need to know what is the problem because he was supposed to register for school but he can't because he can't access his funds.