Loyal Customer Badly Treated

I have been a loyal customer to finchoice for a couple of years now. The other day i made the biggest mistake of my life by paying R5000 on my loan account. since then i have been unable to access my additional funds i had available and nobody seem to be able to even open my account. I have sent through 3 emails and numerous phone calls - guess what?? No reply. I have been promised by a couple of consultants that they would phone me back....i am still waiting