Oyi failed us as its clients

They have been off line for a while which i do not understand is why ae they not communicating with us as clients since its our money that we keep with them and the sad part is that you have to be sick to find out that you cannot use your own money that you hv been keeping with them then they say they are refunding us which will take 7 days according to them but i have been waiting half a month with no communication they failed us i regret using their services