Cannot withdraw cash from my money builder account

So I'm trying to withdraw cash from my money builder account at the atm, this is something that has never been a problem for me to do. Today I was unable to withdraw from this account, the account does not appear under my list of accounts. The obvious thing to do was to call the call center to enquire, this was one of the worse experiences I had in quite some time. I was sent from internet banking to customer services 5 times without any assistance what so ever. All I got was one department blaming the other for its incompetence. All I want is to be able to draw money from my own account and I need a informed explanation on what happened. I do not want to go into a branch to do this because I do not have the time to stand in a que for hours.