Poor service with fnb ***** department

On the 19th of October 2020 I received an sms on my cellphone and I went to Alberton branch on the 20th of October to enquire about the sms and was assisted by the guy called Sibusiso, he made a phone call to some department and he said it will be alright, when I got to Matatiele branch on the 24th of December Nontombi Tsholoba assisted me by calling ***** department she even sent emails but no luck till today, I have not been assisted with my problem, my money is stuck and on the phone they said the case is with Elsi and Elsi is on leave so I have to wait until she comes back, I am very disappointed with FNB I have been using this bank since 1974 without any problems, all I need is my account to be unblocked I don't know anything regarding the *****.