I'm unable to access my money in excess bond because of a glitch they can't figure out

I'm unable to access my money in excess bond because of a glitch they can't figure out. I've been sent from pillar to post, made many calls to their contact center, got promises to be called back which didn't materialise. Had my issue escalated many times and until today I still don't have my money which I really need. This is the most annoying part, it's my money- not a loan or a favour. My money which I can see but can't access