Bad poor service

I have a 5year investment with Nedbank which matured on the 25 January 2021. Sometime in December I received a letter saying i must indicate what must happen to my investment when it matures. I then went to the Centurion Lifestyle branch, they then told me that it was early to give a mandate/notice on my investment I must come back a week before it matures. I went back to the same branch a week before the 25 Jan 2021. I was told is still early for me to indicate what must happen to the money and i must come back on the exact date of maturity. On the 25 Jan I went to the Mall@reds branch. I arrived at the branch around 11h30 and left around 16h30 and still i was not helped. Just before i left they send an email to early realise and i was told i should have the money by today. I still dont have the money and i decided to come back to the mall@reds branch. I have been here since around 9H30 and now its 11h38 and still no help, no proper explanation of whats happening or progress or anything. I am just sitting here as i type this. Please help i need my money urgently