Bad service

Hollywood has the worst service ever, my girlfriend has been using my account of which I am aware of, today when she tried to log in the account said client is no longer active she informs me I call and was told my account is being audited, firstly I was not informed I had to call and enquire for me to get that information. I then send the them the requested documents my ID selfie holding my ID my girlfriend's bank statement and her ID, now they telling I am suppose to wait for 24-48hrs my account has R5000 that I do not have access to, they telling me to be patient but they don't want to understand that I also want to use those funds, you could audit the account without closing it coz now it an inconvenience for me and you do not even care. I asked to speak to a supervisor they said she will call me back but even now I have not received a call.