Appalling service

My daughters account was blocked, apparently because of FICA. on the 30 October i went to the branch and was adviced to bring my daughters birth certificate, which i did the following day. i submitted all the required documents and was informed the account would be activated within 24 hours. Iv beeeen trying to call Tumi Sera whom i provided the documents to (newtown branch), shes not taking my calls anymore, she hangs up on me when i call her, and when i call using a different number she promises to call me back. 13 days later the account is not active and im being pushed from pillar to post. i want the account activated so i can withdrew what ever is in it and go open bank account at FNB.