Tax return money frozen

So I received my tax return on Friday. On Saturday the funds were frozen i couldnt buy food for myself and kids. I went onto secure chat I was told it's on hold for 48 hours because of Sars agreement with the bank. After 48 hours no funds were available. I wen into the bank today to be told I can't speak to anyone I need to send an email to rmb ***** dept like I I suspected I got no response and still waiting. My question. ... Sars has done their due diligence why do I need to answer to fnb about my tax return. Second question why didn't the lady I chat to ask me to contact ***** depth she just said there is a 48 hour block on the account. Second why isn't there a phone number to speak to anyone in the ***** dep.