Poor communication

Tried to get access to funds reserved on my bond account today. To my dismay, I see that my account has a zero balance. After calling and spending about 30 minutes on the line (most of which I was on hold), I am told that the account has a hold on it as I need to do FICA. This was not communicated to me in any manner and now I cannot access my own money. I eventually spoke to Neyo Lamolo in their home loans department as was told I would have feedback by 15h00 today. I am currently on hold for about 23 minutes waiting to speak with her after I am having to do follow up. Really poor service from them, especially considering the high fees they charge their clients. Strongly considering cancelling my home loan and account with them.