FNB incompetence or dishonesty?

When my kids were small, I opened a savings account for each child with FNB and put in money whenever I could. These two accounts were open for some time and accumulated funds, but after minimal activity over a long period the bank closed it. There were funds (a couple thousand) in each account. I had no clue it was closed, nor how much funds were in there as I kind of lost track of it and forgot about it. I received no communication from the bank. A number of years later, I tried to start saving for them again, but discovered these accounts were closed, so I opened new ones, and I diligently save for my kids every single month. Now, whilst updating the details for these two present savings accounts, the consultant happened to stumble over the fact that there is dormant funds for each of my children. I was quite happy and also disturbed at the same time, as FNB made no attempt in 10 years to advise me of this money sitting there. My details are on their system, I have a business account, a savings account of my own as well as an account for each my kids with them! Nevertheless....I put in a claim and was told it would take 21 working days for the funds from these old accounts to be transferred to my children's present accounts. Two months have passed and not a word. I've called twice, BOTH times the line was cut whilst talking to their consultants! What kind of an unprofessional organization is this? First my money is tucked away somewhere and no communication in this regard is given to me. 10 years later I find out about it and then, again, no communication, you are just told to wait endlessly! I don't know if they're just ***********, or do they just not want to give us what is rightfully ours?!!