FNB refuses to assist and give clarity

A family member of mine received an email saying their account details was used by an unknown company for ********** reasons so FNB just blocked their account, but when my family member asked for some more clear details as this account is their main salary account FNB advised they are not able to give any clearer details.

Now SARS paid out the refund to my family member into this blocked account so what should they do now that FNB refuses to resolve this issue which my family member has no knowledge of. How must they now get access to their SARS refund money?

FNB is really not as wonderful as they used to be and they don’t seem to want to help and protect their clients