Poor customer service from a place hardly busy

I went to Boulders AfricanBank to access my cash from the closed account. I received assistance, but the problem is my visit was pointless because my funds were not transferred after the lady said the card would work within a few hours. It's been days now and my card still doesn’t have a cent. This is after I even showed the lady my phone to explain why I was visiting; I’m not sure if she can’t read English or not, but that’s really not cool.