Account placed on hold with no warning, no assistance offered.

My account was placed on hold with no warning and no one can explain why. I phoned early this morning (05/07/2025) and was promised a call back. No return call, so I phoned again at 11:27 where I was placed on hold and then got told at 11:55 I need to go into the branch. The branch closes at 12:00. So my account is placed on hold with no warning, then I struggle to get answers, I explain that I need to buy food for my children and it's a shrug of the shoulders.