Want my money back

so i have been chasing for my money from this bank and every day its a different story, yesterday when i went to the branch to check whats happening with my complaint, they called ombsumand and only to find out the manager was on a call and couldnt attend to me......i believe she is still on a call till today, havent recieved any call or text from Nicole Williams which she claims has called me. I have now included lawyers to this matter as it is impating on my financial circumstances and my mental health