Very Bad service...I dont know where my money is HELP!!!

Poorest service of companies in general. Holding for a very long time. The line is ALWAYS bad. Have complained previously but received by read receipt moths later. Paid money into a tax-free account the one year. We paid for this financial year into the same account and nobody knows what and when to do what. Its now money in limbo Does not know what to do. I am SO frustrated....AND I am losing interest on that money????? If you try to call the accounts specialist the telephone number doesn't exist!!???