Canceled investments that still not paid

Please mind my language where needed, but my mother has been going back and forth with you guys for the past two weeks going to third week now trying to get her money from the 32 days investment that she canceled with you guys to no avail, and every time she goes to the the branch no one seems to know what is going on nd surely when she canceled that investment it means she needed the money as in like then.. Today she want again to the branch and she was told everything was fixed and it will take a few minutes it's been over three hours so I don't know who's fooling who here because when her money was taken it was not a problem but now that she needs the money it's now a problem.. Can someone attend to this before I take further because this is bull on how you guys treat people

Kind regards Concerned daughter Zinhle Goge

My mother's ID number is ********** 533080 and her name is Nomsa Goge Contact number: ********** 905 or ********** 207 her daughter Zinhle Goge