Very bad service standard bank

My fiance has an account with Standard bank. He can't excess his account since last year November because they wanted verification from his embassy as his from Congo. He submitted all the necessary documents and till today he still does not have excess of his account and it has been 4 months now. We've been traveling up and down between the embassy, the standard bank Pretoria branch and The standard bank Eastgate branch but nothing has been done. I'm so disappointed in the way this matter has been dealt with, Standard bank is one of the biggest banks in South Africa that does not seem to be helpful when needed. My frustration is that he asked the bank if his money can be transfered from another bank account and they are still refusing. It's so frustrating because he was told to email all his document to their customer service email adress and he also called them but till now no one has helped him. The least that they can do is atleast send an SMS or email to show that they atleast working on the matter.