Debit hold

On the 3rd of March my account was put on debit hold, I then called and was told I need to contact the ***** department, which I did via email I then got a response that it is due to a transaction that was made in January I then had to submit all the necessary documents (which I did) needed in order for my matter to be resolved. I didn't understand why they would wait for so long before asking about a transaction from 3 months ago. My account is still on "debit hold" and they haven't gotten back to me which is frustrating because I need to access my funds, I have kids and they need to eat! I have sent emails following up on my matter, to no avail! They are very unprofessional, very quick to put my account on hold but now they are taking their own time to get back to me.