HORRIBLE SERVICE

What an awful experience having to deal with FNB Maponya Mall. My mother had her account frozen due to FICA. She went to the bank with her proof of residence to have it uplifted that was on the 27th of September and to our surprise money was also held back which was suppose to reflect after the account was reactivated. Its the 14th of October and she is still fighting the same battle , where the account is active and money is still unavailable in her account. A lady by the name of Makgotso Lekalake who initially assisted her and failed to follow up with the matter to make sure that it was resolved. All my mother has been hearing is that the department that was that is holding the funds will be releasing them. I took over the matter when I went to the branch with her , a lady that took over the matter Mmapule Sangweni , supposedly following up with that department called me on the 12th October to advise that the matter has been resolved and the funds were released into the account misinformed us. Its the 14th of October and the money is still not in her. 17 days later , a simple FICA/KYA matter has not been resolved. WHAT IS THE HOLD UP ? WHAT ELSE WOULD IT TAKE FOR THIS MATTER TO BE PUT TO BED ? MY MOM HAS VISITED THE BRANCH NUMEROUS TIMES WITH NO POSITIVE OUT. Can someone who has higher authority handle this.