Unresolved query

My expirience is super bad I'm really disappointed with the service;it's been 5months now they invistigating a case Since April my fiance had troubles in his bank account,someone deposited money into his account and then they blocked his account becouse they suspected ***** ,we have a stop order from standard bank to his capitec account and every week the is money going into that account of which we can't access and that's very stressful all we need is our money back please helph hiw long does it take for ***** department to deal with this please i need help .