Fnb ***** department useless

I am a client with Fnb my account has been blocked yesterday by a client who paid we for a item however i couldnt deliver and there was a agreement to refund the client. Now i have contacted fnb ***** i am still awaiting a email from them to assist me and the ***** department isnt helpful i have funds stuck in my account and will be getting paid soon so now what do i do. I have never defaulted with my account and fnb has no sense of urgency