10 working days became I dont know

I am frustrated with Nedbank and the service or lack off they have. I had a policy with nedbank in 2011 and went in on 25/06/2015 to withdraw my funds. I was assisted by Adri October who kept on whining to her colleague that I was sent to her and its not part of her job. I would kill someone if one of my staff members had to say that in front of a customer. I was told that it would take 10 working days before my money is in my account. Till this day I still don't have answers. She asked for my marriage certificate which I emailed and every time I follow u she either tells me she is waiting to hear from them or she doesn't know. I asked for them direct number and its a call center number. I got through to *********** Nomfundo who didn't even afford me the opportunity to state a reason for my call. Transferred me to claims who eventually cut me off. I am getting ****ed off and Nedbank has proven to me yet again how *********** they are. I am attending a summit tomorrow and one of the speakers on Customer Experience is from nedbank. What an irony... Angela Mumbi Odame, Head: Client Experience, Nedbank will have to explain then