Nedbank blocked bitcoin wallet and giving different stories

Nedbank has blocked my altcointrader account. They first said it is because if verification documents. Then when they received the documents they say there was a complain about R500 in my bitcoin wallet. I said reverse the R500 now they are silent . It's been 2 weeks i have been communicating and sending through everything they ask for But I'm still getting absolutely no results. When I mentioned that I will contact the ombudsman Nicolas govender from Nedbank says that I need to have been communicating for 21 days first. And that the Ombudsman will not assist me and send me back to him for help. Is this true ? Does anyone at Nedbank work ? Or they just send email back and forth and hold your money ?