account blocked

My daughter has been trying to solve her account. Wife sent her money account blocked due to some kind infringement on her account, took hero pnp as your bank agents said she needs to put some money in her account to be able to access her money. Pnp was offline a couple of times we went could be loadshedding compounded issues. Still 5 days later after calling and being placed on hold and the call cutting just now was dropped after waiting on a call for 10min. How are we to take this bank serious with such.