Poor customer service!

Withdrawal of funds- Scheme no- *** - Membership Number M272506C Please can someone help me, I sent through a request to withdraw funds to *** and got an automated response saying someone will reach out to me within 48 hours, it's been 8 days!!! with no response. I sent the request twice and send through to your queries mailer as well, no one has responded. Receiving these funds is a matter of urgency as I have to settle a legal matter and this is so unfair as this is my money and when you give an SLA you have to stick to it, I'm communicating to lawyers based on these timelines. I need urgent attention to this matter!