Bad service and unprofessional consultants

I have requested discovery on Monday to release money from my fixed deposit account , and on Tuesday I received an email asking if I accept a penalty fee and I said yes, I have been calling discovery and my funds are still not in my account. Empty promises where made today that the funds will be released today and it’s 19 o’clock no funds ,. I am honestly sick and tired of this bank. I will definitely log a complaint with ombudsman if this issue is not resolved by ten tomorrow, my reference number is ***1.