***** case still pending after three weeks

I have had a ***** case pending for over 3 weeks now with no luck of having it closed. I called over three weeks ago to confirm that the transactions I had previously flagged were valid and funds should be released and was told the case would be closed and funds released to the service provider. When I call I am informed that the case is handled by a lady named Zanele Mbhele and only she can close it. Was given a direct line but it takes me to voicemail. This has inconvenienced me heavily as I am unable to survive due to the service provider holding some of my funds until I can provide proof to them that the case has been closed. Really not happy with the service received from Fnb