Unacceptable

My husband paid the amount of R1800 into the account on 27th February, I spoke to a consultant the Monday after all the debit orders were returned and she told me the money would be available within 3 working day. Yesterday we received a sms saying no envelope received and the money is still not available and all the debit orders are being returned. What's happening and how can this account be closed. Totally unacceptable.