Unhappy client

Worst service I have received from nedbank...I lost my phone on Sunday and on Monday I got a phone and made a simswap, I have been going to the branch several times to fix my app and I have called the call center several times but they can not assist me with accessing my funds in the account, it is really frustrating at this moment because I am in need of the money and yet they taking me from pillar to post i am disappointed at how they handling this matter