need saved money on bond but cant get it

24/11 to withdraw the money from my bond, as wen i initialy took the house i was told that i can save money from my bond and when ever i need it i will be able to acess it. at first the person assisting me did not know how to help me he even loged a problem with suport and give me ref number , i had to find out from some1 working at home loan that my account does not have flexi reserve , then i app**** for flexi reserve on the 25th of november as per request , as i was waiting for the flexi reserve story i decided to withdraw money from my target save account because i did not even know how long it will take for the money to be available from my bond, i went to absa Reeds mall to withdraw i even asked them to lodge a complain for me since they promise to send me ref number im still waiting, i was charged on my target save while i have money on my bond that i could have not payed nothing to acess it, now i received and email from lolo saying that the flexi reserve can not be done due to the fact that i dont have a guarantee scheme