LOCKED OUT OF MY ACCOUNT - NO HELP FROM TM

I've had my account with Think Money since summer 2013, and was happy with it until fairly recently. However, since Thursday last week, I have had no access to my online account or any of the automated services on the phone or by text. I'm expecting a grant payment into my account this week, and every day I need to spend between 30 - 40 minutes waiting to get through to them to check my balance because there is no other way to do it now.

However, that's just the beginning.

On Friday last week when I called TM to find out how long this issue was expected to last, I was tole categorically that it would all be sorted out by the close of business on Friday. It wasn't. This is now Wednesday, and I am still no further forward.

When I called TM again on Monday, I spoke to another chap who told me "This is an issue affecting a small number of accounts, and it will be fixed when it's fixed. I complained that I can't spend over 30 minutes on the phone every time I want to check a balance, I further explained that I pay my bills via online banking and was unable to do this, leaving me to try and make other arrangements. This person could not have cared less. I asked what exactly I was paying £14.50 per month for, and whether that would be waived while this issue is ongoing. It won't be - so far as they are concerned my account is serviceable even if I can only access it by waiting in a 30 minute phone queue every single time I want to do something.

Not being happy with the blunt, unhelpful couldn't care less attitude of the person i was speaking to, I requested a call back from a manager. This call back came around an hour later, and once more it was explained to me, as though I am stupid, that this is a technical issue, and they don't know when it will be sorted, and I will just need to put up with it until it is, while she remained completely inflexible with the account fee I am still paying, and was unable to speak to anyone in IT to ask what was happening.

What sort of financial organisation locks people out of their accounts for this length of time, and then takes no responsibility for the issue, speaks to customers on a "put up or shut up" basis, and couldn't care less about ther situation they leave their customers in?

Perhaps TM will reply to me here, and give me some answers, because none have been forthcoming and this has been going on for almost a week now.