Dispute - Consumer Complaint for Security Bank

I cashed into my grab wallet and 1 transaction failed. This happened while Security Bank were having issue on their online platforms and they suggested to use grab to transfer money from other banks. I called their hotline and the representative didn't give me any information on when this will be resolved. Now I need the money and I don't have any result from my reported concern which should be prioritized because this is clearly their fault. I really need the money for an emergency because my relatives in bicol are in a very bad situation.