Please assist

Greetings I was hoping to be assisted in regards to my Hollywood account be blocked for a reason I still was not made aware of it being and this had happened back in January,when I had called I was asked to submit documents and I did so,then after I was told it would be sorted in 48 hours but till today nothing which has becoming quite frustrating for me being that I had an amount of R13000 and currently I’m in a difficult position financially and have no idea what else am I to do in order for me get the funds back