Worst service ever

Moved over to discovery bank .worst decision I've ever made. I have a 32days notice account with them with an option to withdraw prematurely at a fee. I put in the request for the premature withdrawal I was asked 21 question in other to get the money.After being forced to disclose that my son is not well. I still await my money and I will still be charged a fee.what kind of bank holds a client's money hostage in time of need ?