Poor Service regarding withdrawal

I have been trying to withdraw funds from my account and it constantly gets declined due to lack of bank statement. I have submitted these details numerous times in the last 2 weeks and have spoken to 3 call centre agents who acknowledged receipt of bank statements and advised all is in order. earlier today an agent on the live chat advised that my query has been escalated and I will receive a message in 30 mins, that was 2 hours ago. very unhappy at this service from a well established company.