Worst service ever

Why is it so hard to get through regional manager. I would like to report the manager of Tongaat branch(Thobani) for poor service, he couldnt help my brother with his fixed account and the feedback clearly stated that the regional manager can override the decision now he doesn't want my brother to speak to the regional. We've been to complaints and still they don't want to release my brothers funds even though he says he will pay for the charges