Poor service and poor communication

Good Day

My daughter sent a request to withdrew all the money in March. Even today on May she is still waiting for the money.

When she call she get to be told she did not complete the form correctly. How will she know if you don't tell her.

Would someone please attend to her request as he calling Fairheads is not working. She was last told the money will be in her account on the 15th on May. Nothing yet and no communication.