My Money

I have been in contact with Capitec Bank since yesterday and was told by a very eager to help nice consultant that she was unable to remove the hold on my money as it was more than R10 000.00 and in normal circumstances she would assist if it was less than R10 000.00. I have since been waiting for the Card Disputes division to remove the hold since yesterday, I am sitting at home with a 3 weeks old baby without any electricity. Can my money be returned so I can go and get a working generator. This is so unfair and so unhelpful for a bank that takes care of their customers needs. Can this please be attended to.