Cant withdraw money from the teller

I went to the Rustenburg branch on 22 January needing to withdraw R30000 cash urgently. After spending an hour at the teller the money was counted but the transaction could not be completed after fingerprints and photos. I was asked if I had my fnb app which I did not. Baba contacted me on 26 January saying I could goto branch and withdraw the money. I went today, they phoned and delinked my fnb app and I still didnt get the money. I cant get money from fnb, only from the atm for small amounts and I cant use my fnb app now