Pathetic service and customer care

Since 21 days they locked altcointrader bitcoin. Keep contacting customer service and no help what so ever. They said FICA verification was the problem after providing documents they say they need to do a reversal for an amount. After telling them do so and open my bitcoin wallet they then stopped responding. All I get is ***** department is liaison with Altcointrader. When I contacted altcointrader they have not heard back from Nedbank. When I contacted Nedbank they say they still busy when do these things ever work ? Always they wanna make a plan to hold accounts and not even give proper information or feedback. Then after we find our wallets empty and they will probably say they donno as usual. They just too useless