Tymebank cannot help when something goes wrong with your online account leaving you stuck!

This bank has no idea about how to run an online business - they were unable to unlock my account : After 2 calls and a promise to resolve the issue and call me back, 4 hours later I am still waiting and my account is still locked. How can any online business not be able to unlock a customer account immediately (all the security questions having been answered correctly)? At 12pm I phoned the help number. After going through the very long process of selecting various options and having to listen to a lot of irrelevant information I got through to the call centre and explained the issue (i.e. account locked). I expected this simple issue to be resolved over the phone. Especially since this is an online bank so we have no option but to phone for help when something goes wrong - you would expect an extremely efficient call centre - not the case. The agent was not able to unlock my account but assured me it takes a few minutes and could I call back? I requested if he could phone me so I didn't have to go through the long and painful process of trying to get to an agent again (this call had already taken 10 mins). He assured me he would call back in half an hour. 3 hours later at 2pm I called again. This time I was on the phone for 20 minutes. Being put on hold and on hold again. Finally the person promised me they would phone me back. Based on prior experience I did not want to get off the phone until the issue was resolved. He said he had to go to his desk but assured my he would call. It is now 3pm and I have heard nothing. What do I do? Tymebank will not unlock my account. I cannot access my funds to move to another bank. I am totally stuck.