Refusal to help - unable to access my funds

A standard bank atm swallowed my bank card last week. In calling to stop my card, it resulted in all access to my funds being put on a hold too. Due to my working hours and commitments, I was unable to go to a branch for a new card until this week. I got my new card and sat for a while whilst everything was transferred from one card to the other - apparently. Only to leave the branch and find out that I still cannot access any of my funds using my app nor cellphone banking. I have called numerous times however I have run out of airtime and am unable to load more because I cannot access my funds. I have emailed and received a response requesting my personal info however when I respond, my mails have all of a sudden been quarantined. I have requested, via the website, to receive a phonecall for days, and nobody has responded. This is pathetic that I cannot even access my own money, and it's not even due to my error.