***** department placing a hold account but do not know why?

There is a hold on my E-Bucks account; I was advised I needed to verify myself inside a branch because the ***** department has put the hold on my ebucks account. I went to the Kolonnade branch in Pretoria (Montana). I was verified. After 2 hours of being on the phone being sent from pillar to post in the ***** department, they informed me they could not lift the hold because THEY (the ***** department) could not find a reason why it was put there in the first place. They will investigate and refer back. The rest of my portfolio of accounts is accessible and working, but I can not get access to my ebucks account, and ***** DO NOT KNOW why that is the case. I want the hold lifted asap.