Sloppy job done by FNB

Good day.I app**** for a pay out of funds or prepaid on the 12th of November.These funds are extra amount that I pay towards my bond.Iam struggling with my child's fees now they are sending me from pillar to post.Guys before you merged with fnb home loans you did an excellent job by paying out my funds..within seven days.Can I please have my money please before I take the legal route or transfare my bond to another bank.