EQ Bank holding my money hostage

GIC has passed the maturity date but EQ bank did not deposit the proceeds to my EQ bank account as per agreement. EQ bank is holding my money hostage and the call center agents did not help - just keep on saying later today or tomorrow. When I asked to speak to a supervisor to escalate, they say "no supervisor is available". Is this even legal? I thought there is regulation about client escalations in banking world. Anyone else with similar experience?