No service from ABSA Cresta

On the 23rd of March I logged a complaint about a fixed deposit for my mother that I am trying to get released early to cover her monthly expenses in a 24 hour care facility. After calling ABSA Cresta and asking how to go about it, I went into the branch with required documentation. After waiting for two hours I was told that the person who could release it was not available and that I should come back at 08:30 in the morning. This is not acceptable as I work full time. After my complaint I got a call from Immaculate stating that I should come in again and that she would help me. I then took time off work again (I get paid by the hour b.t.w.) to go and see her - waited again for an hour. When I finally gave her the proof of the investment and copy of my mom's ID, she insisted that she needed a letter from the care facility where my mom is being cared for, so once again I did not achieve what I went in for. I told her that I can't keep taking time off work and she promised that once I emailed the letter she would come to me for my signature. The letter was mailed on 1 Apr and I followed up with another mail on 6 Apr. and to date NO RESPONSE! This is shocking NON Service!!!