Unable to get the amount that is in advance on my bond account

On my bond account there is an advance amount that I have paid over time. I've never cancelled the Flexi facility on the account. Now that I need the money I can not get it because there is a hold on the account, the Flexi facility needs to be re-instated but for that the bank need Insurance confirmation and the policy needs to be ceded to them. Why all this if I am not borrowing extra. I only need to get the money I paid in advance. Is it not my money? I did not cancel the Flexi facility. Why all this red tape now? The vetting department need to re-assess the whole transaction because Absa cancelled the Flexi facility. It is my money that is in advance but I am not allowed to withdraw it. The bank is wasting time and money on this matter which could have been settled in a day or two. This is taking two weeks already.