BAD SERVICE

I have a tax free investment with FNB. Due to some financial difficulties I opted to withdraw funds from my investment. According to their system I had to wait 30 days before the money is deposited into my account. I submitted my request on the 26th of October and expected the funds to be in my account on the 27th of November. The 27th was on a Saturday so I assumed that the funds shall be available on the following Monday which was yesterday. I sent an email asking when the funds will be made available but NO response was received. I called in today and was told that they will call me back as they're still looking into the matter?????? They had 30 days to finalize and release the funds but now I have to wait for my own money and be charged crazy fees just to get clarity as to when I'm to receive my money. :-(