Reserved funds

I received a payment, and my funds were pledged, went to the branch they couldn't assist me. I was told the matter is with the ***** department was advised Buhle Mtshali is the one who pledged my account, still haven't heard from her after several attempts. no one answered my request from the bank. It's been 24hrs and nothing has happened. I'm really disappointed in the banks service as my bank of choice.