no access to my funds

I went to absa bank main street as I have a fixed deposit with them which started with R100 000.00, I had a funeral at home I was assisted with R10000.00 at absa towers because absa main street was still closed. I was in a branch the previous day and I explained my story to the consultant ' customer service ' who made it clear that I won't get any funds even though she could see on my accounts that I had no cash. So I have to take a loan while I have money, I think they don't think about their customers if she could put her self in my shoes and think about it, I was disappointed with the service.