Removal of hold funds

It's about a month now since my money is put on the hold and yesterday one of the consultant said Reference number: *** We are aware that we have passed our communicated resolution date, and we have not yet resolved your Savings Account service request.

I have escalated the matter to management, and we aim to resolve it as soon as possible. And others say they can't contact the department holding my case.. They are taking me up and down its really tiring and I really need to use the money my kid's clothes are stucked at the shops