Unavailable funds

I sold my shares on the 1st of February, the reason for that was because I needed the money, I was told that I will only be able to withdraw the funds today and they are still not accessible, been trying to get answers since late morning with no success, even when I finally had an opportunity to talk to one of their consultants he was saying to their side it's reflecting that I should be able to withdraw whilst on my side I cannot be able to make a withdrawal.....