My account is on hold with no explanation or sense of urgency to help me access my pressingly needed funds.

Why is my account on hold with no explanation when I call? I need my funds immediately for something that I cannot wait long for. I cannot wait for 2 different days. On the call I was told that the issue would be resolved by the 9th Feb. 2024, to which I asked for it to be earlier. On the SMS I am told of the 12th Feb. 2024. I cannot wait for the 9th let alone the 12th. I need my issue resolved ASAP.