In Spain, my account is all green and associates don't know why my money has been witheld for more than one year

All the associates I have spoken to over the course of one year say there is nothing wrong with my account and al is clear, yet the money is hanging and has not been deposited to me. Each time I email or chat, they give me an email address to email and they people on the other side never respond to the email.

What sort of world do we live in where a corporation just casually keeps your money, tell you every day that they don't understand why your money is not dropping and yet doing nothing, Who do we report to?