Discovery refusing to activate bank card and locked funds

Discovery Bank is keeping my niece's funds against her will and keeps sending her from pillar to post. I have spent a lot of money just trying to get my niece to speak to someone who can help her get her money. She is being told to send a proof of address but months later her account remains locked and nobody is reaching out to her to advise her what to do. The last agent we spoke to said he would escalate but to date, no response. Discovery is really deteriorating and now the same as the rest of the banks if not worse. The fact that there is no branch to go to makes them even more laid back. How do you escalate and give TAT and not bother to even provide feedback? Discovery should probably have never entered into the banking space because we have enough problems with the usual ****ers. Discovery, you cannot hold depositors' money against their will!