FNB withholding our money

Well over 6 weeks ago we tried to change the money in our Freedthinkers FNB money market account to our Freedthinkers FNB current account. We were blocked from doing so. The Business Manager I spoke to said it was because the money was being held against the credit cards. We pointed out there was no money owing on the credit cards; we have not used them recently and we don't want to use them. She said she would contact the credit card division to sort it out and the money would be available to transfer in up to two weeks. She also sent us an email confirming this. Three weeks we wrote to her as nothing had happened. She never rep**** and still we cannot move our money. Is this FNB oversight or incompetence? I don't know but it is a very unfortunate reflection on how FNB portray themselves and how they reward over 25 years of loyalty.