FNB Terrible Service

I logged a ***** case in March which was not heard and FNB did not resolve my case satisfactory. It is now with the ombudsmen - I hope they can help. Anyway, I am now trying to access MY savings account- but its locked by FNB. Apparently after they finalized my case they didnt reopen it. What processes do they follow if any when closing a case I wonder? After phoning and being shoved from pillar to post I got 3 answers - 1 We cant help you call another department. 2 We cant help you call the person who investigated your case. 3 We cant help you go to a branch and ask them to call us (I kid you not). This is surely the last straw with FNB for me and I will be leaving this miserable excuse for banking services.