Cannot withdraw from fixed deposit, banking app chat keeps bombing out and unhelpful.

I tried to withdraw from a fixed deposit account. Banking app wouldn't let me. Tried it online, some error messages appeared. Then I tried the banking app chat feature. What a waste of time. Struggled for 30 minutes to get something out of the consultant, instead of helping me he kept on talking bank language that I don't understand. He was supposed to give me something called the CRS team's contact details yet I never got it. Can somebody please help?