Std Bank - no responses to phone calls and emails for Funds required

Standard Bank has once again disadvantaged a Senior Citizen, by making it almost impossible to get funds from her Account, note it is the Customers Funds, it does not belong to Std Bank, they are only the Custodians for which a monthly fee is paid. All this because internally a Financial Consultant resigned, and the Customer was not informed there is no longer a FC assigned to the Portfolio, I am inclined to say none of the Customers of that Portfolio were informed. No responses to phone calls and email for a week now. The Funds are required Urgently for Medical treatment, there is already mental stress being endured, this issue will be taken further. I will ensure the Account is taken away from Std Bank and will utilise another FSP