No Customer Service

It's been over three weeks that I am struggling to get access to funds on my bond account. I have phoned the bank over 10 times with no success, first I kept being told that I need to visit a branch to update my document of which I have done twice already but each time I phone I am referred back to a branch for documents update. This is really frustrating and upsetting to say the least considering that for the past 7 years I have paid 5K extra a month on my home loan account and when I want to access it I am sent from pillar to post. The last time I was at the branch the lady who assisted me phoned customer care to confirm if the documents have been received and they confirmed yes, however 48 hours later when I phone it is still the same story, they want the documents which I've done more than twice. When I phoned again the person who assisted me was going to call me back, over 3 days later NOTHING