Refusal to transfer money from my one account to the other: Internal transfer

I am in an emergency situation and FNB is claiming that there is absolutely nothing they can do to help me.

I am trying to transfer money from my Easy Zero account to my main account so that I can hire a car to attend a family emergency. I am not stranded without transport and they claim that there is nothing they can do to help. I am desperate and having to deal with this and a loved family member not well and not being able to assist them is hard. I am a private banking client too, with little fuss yet the one time I need help, and they cannot come through for me. Please help.

This is an internal transfer so I am not sure why they are saying that there is absolutely nothing they can do.