Withdrawal of prepaid money on bond

It so terreble, I me and my hubby app**** for a prepaid money that we pay extra on our bond, that's how we save money for emergencies.

We have app**** for that money since the 13th of this month till today after 3 weeks we did not received it, no communication except its us that calls and their response will be it went for payout next day trying to link the salary date, but of which both me and my hubby we are getting paid via FNB.

Last call that I did on Monday was an erra on their side but it's sorted money will reflect on our bank till today, and bare in mind that we have app**** for that knowing very well that it usually takes up to 48 hours.

Sad part is we were suppose to assist with that money on the funeral that was already on the 17th, now we had to borrow money that has interest

Really need assistance on this, FNB does not care about customer service