Bad customer service from Nedbank

Am very much disappointed in Nedbank investment desk,I wanted to do partial withdrawel on my policies and sent email on the 13th of March 2023 and I got auto reply that they received my documents,and I was suppose to get my money 10days after till today there is no money.on the 29th I called and I spoke to Varsha Hurrinath and she said she can see my documents but I should resend my ID again which I did but till today there is no help nor communication from Nedbank and I needed the money on the 28th of March 2023