Worst customer service ever!

The customer service from Tymebank is ridiculous! My cousin's account has had a debit hold since the beginning of December and almost two months later Tymebank has done nothing about it. He has called multiple times and of course he never speaks to the same person and when he request for a specific person, they are always "unavailable". There is a long wait to get through to them and sometimes the calls cut in between as if they hung up the phone.

The communication from them is very inconsistent. First they said they have to do an investigation and then during a follow up they said he must submit an affidavit and everything will be sorted. He did and then they said they are still investigating, after that they said he must send another affidavit and he did but still nothing has changed. Now the balance on his account is R0.00 but there is still a debit hold and they are failing to explain where his money went and why the debit hold is still there. They said they have escalated the matter and for the past two weeks every time he calls for an update that is what they say. We have even contacted them on Facebook and Twitter but it is as useless as contacting the call center, the employees don't even know which email of theirs works.

My cousin lost his place to stay and could not get a new one because his money is tied up in that account and he cannot do any transactions. All of this has been a big inconvenience and we are at a loss, please advise. Is our only option now to go to the ombudsman? That can take a while and that's why we do not prefer it but is there anything else that can be done?