Unhappy with the service delivery

It's over 2 weeks now, I am still waiting on FNB to call me back and advise on the resolution of the case under investigation. My account is frozen and I need to buy chronic medication for my mother and pay for my school registration. Also all my debit orders have returned unpaid. What is happening cause i still cant transact? I need answers. I have been to the branch many times, I can't reach my banker nor does she respond to my mails. When I call client services I am transferred to one agent to the other without getting answers all I am told is that an escalation is sent for a call back and 3 weeks later i am still waiting. Where's the communication from FNB.