Refuse to assist me, closed our account with funds 3years ago and still no help or explanation as to why the account is closed and refuse to return my money.

On the 8 January 2018, I went to Bidvest Bank Centurion with my Fiancé who was visiting the country and wanted to sell them Dollars, upon our arrival at the brunch we were assisted by a Rude Consultant who failed to greet and commented on the fact that I’m wearing shades inside the bank don’t know how is that any of his business as his supposed to do his Job. Secondly he undermined us by trying to be smart and asked us why do we have so many old notes and asked where we found them. He then went to the back office, after a few minutes came back and said his manager says he can’t assist us and that they don’t take old notes anymore. I asked him to call his manager and the manager cane he asked the consultant how much do we want to change and he said $1000 at that time I was just angry cause I’m trying to speak to the manager and ask him why is his employing giving such bad and undermining attitude but at the same time this rude consultant has a smug on his face and he’s chipping in as I’m trying to explain to the manager. I got up and walked out. During 2017 alone I have done so much business with this branch and I had never come across this type of bad attitude and service. I then send your head office an email on the 8 January 2018 with reference BBWEB01843 till to date I have not received any form of email or call regarding my complaint. Whilst I’m even on top of this issue your Bank has closed my Fiancé’s account with funds inside and we’ve been waiting for you email regarding this matter and an explanation of why the account is closed and what happened to the funds that is in the account?? Numerous follow ups and emails have been sent to head office and still nothing is surfacing? It’s been 4years.