Poor Service from fnb online banking department

I am deeply disappointed in FNB, for such a big company the service my brother and I have received is truly shocking. So my brother has a business account and on the 9th of May 2018, a employee by the name of Loate Musi who works for the online department put a hold status on the account with a incomplete remark. So the day we noticed that transactions could not be made on the account, we immediately went to our nearest branch to try and find out what the problem is, that is when we discovered the issue of the hold status. So several emails have been sent to Loate and he does not respond nor answer his landline extension, the consultant helping us with this matter has went as far as copying his team leader and manager but the issue is still not resolved to this date. I mean what are we doing wrong ? Are we not following the right procedures to resolve this issue maybe? It has been a month and 5 days going to the branch checking if there is any form of feedback or anything. My brother's business has suffered so much and the frustrations are growing bigger everyday.