Terrible bank if you need assistance

Where do I even start my sons account was put on hold out of nowhere didn’t even warn me I couldn’t use the app at all .. I then went into the bank they couldn’t help me the lady at Pinelands branch in Cape Town told me they can only contact the ***** department to assist I said find left my contact details hoping she’s going to phone me back so that I can find out why they did this.. after waiting I got nothing no call email nothing I then tried phoning myself one consultant said it’s related to *****.. not sure if they put down or it’s a network problem but after my call with him it got cut I then called again spoke to different person and they gave me a different answer… anyway I told them I just want my money back of R3600 they said they can release it to another account I emailed while on the phone with the consultant and they said they received all my docs needed to release the funds it takes 24-48 hours it’s day 3 still no response or confirmation or contact from capetic so at this point useless.