did withdrawal but never received money

I log an inqury of Withdrawal on Friday and their rule states it is processed the same day if you send back the documents before two which I did. I spoke to a guy on the phone on Friday he told application is received and process will be get money latest Wednesday so on Tuesday I logged an email finding out feedback Thusa Moya came back saying they never received any application and Tebogo Matheatsi said they did receive it and he is escalating it will provide feedback shortly today its Thursday still nothing haven't received any feedback nor money in my account. fnb investment is not even responding to emails when I call they transferring from left to right