Stopped account

On the 29th of December my bank account was frozen I couldn’t purchase any prepaid or send any money, I had to find out for myself that my card was being stopped from all activities, I have sent all the required documents now I’m am waiting on them to call me, I mean they didn’t take to 48hours or 14 working days to freeze my account but now I have to wait for such a long time to get access to my funds? I mean do I have to go to loan sharks to borrow money while you guys take your time to fix your things? And the sad part the person who sent the money to my account, their accounts are working perfectly fine. This is not fair No one is even following up on me, every-time I try to follow up I get an impatient consultant who’s not even willing to help telling me to wait for a consultant that will call me back I mean after holding for such a long time how do you tell me that? This is not fair. Such a terrible service