Unable to access money

I went to the branch to update fica information on 18 September as im not able to access the money on the account, i was told to contact their call centre should i still not able to access the money. Called the call centre today 19 September to my surprised they told me to go to the brach to get assisted. I told the guy that iv been to the branch and they told me to call you. I begin to think that i have done a biggest mistake buy opening an account with them now im frustrated as im in need if cash but i cannot access it. Very disappointed ☹️