Bad service at Shoprite money market

I deposited R1000 to my money market account on the 25th of January 2026 but I am unable to access the funds, I've been following up and I'm told that the matter has been escalated. I was told to send my ID copy, I've sent selfie's i made calls, I've sent emails but no one is helping. I even went to the store still I am not winning. Please assist.