Bad Service

I need to do early termination on my fixed deposit because of financial constraints. Went to Nedbank Norwood mall yesterday was told by the service consultant cannot be done unless you die or are insolvent but if I had a private banker they could help me. I said I don't have private banker I have a savvy account. She said wait she will consult with the Banker Sales and revert. She went to Sophie the banker sales said something to her while I waited a full 3 minutes then called me to Sophies desk who then listened for 1 minute then said she had to consult with the manager. She went to consult with the manager for some 10-15 minutes late came back and said the manager can process the early termination but she needs proof of financial distress. I asked will an affidavit do she said yes. I left the bank knowing I would go back today with the affidavit. I got the affidavit today went into the bank at 13:50 Sophie the banker sales was not there. I waited in the enquiries, I then noticed that the Banker Sales next desk to Sophie was not serving anyone so I approached her and told her that I consulted Sophie yesterday and she asked me to bring the affidavit for early termination of the account. She asked me to wait while she would call Sophie. I sat at Sophies desk waiting, after 30 minutes I approached the banker next door and some other Nedbank staff member who was also there picked up the phone and called Sophie who was hiding somewhere in the bank to tell her I was not waiting 30 minutes no service at all. I wait a further 5 minutes at which time Sophie comes out very angry and asks me for my ID she then leaves telling me while she is walking away that she will check to see if enquiries will help me complete the early termination forms. she comes back tells me to join the enquiry queue and they will help me and very angrily leaves no greeting nothing. I join the enquiry queue and thanks to another kind customer who was in the queue who saw what happened told me I could go before him as he saw me waiting for quite some time. Got to the counter was assisted by a very nice lady at enquiries called Vuyisiya (excuse my spelling) she printed the forms made copies of the affidavit and my ID verified my finger prints completed the forms and signed it all in 10 minutes of the now 45 minutes I am in the bank. She tells me that it must go to her manager and then somewhere else at head office as a decision must be made regarding my request. I told her that is not what i was told yesterday I was told that it is submitted to the bank manager who makes the call, she said she is going to send it to the bank manager who will then send it to head office for a decision. I am in financial distress as my husband has not been working since Sep 2017 so I am carrying his expenses which is going to get worse so I need the money to tie me over until i can get access to other moneys which will come in September 2018. It is money I have invested when I invested it online I selected that I comp**** to the terms and conditions it did not tell me I could not have early termination which I assume was hidden someone in the full terms and conditions document that are attached but who checks to see whether they can take out their own money when needed after all if you trace the money it came from a third party account and I then invested it. I don't mind the penalty fees I just need access to the money. I even told the lady at enquiries I don't want it locked I want it on call so when I get the money I will put it into an easy access investment account to ensure that I can use it when needed without these hassles. I don't see why Nedbank has to decide whether I can have access to the money or not. This does not make sense then they should have put it in big writing on the online transaction that the standard operating procedure is you cannot have early termination unless you die or are insolvent all the online site requests to paraphrase is that you understand the product you are investing in and like other institutions I figured that I would be allowed early withdrawal or I would have used the other institution where I was allowed early termination without this hassle when I did a similar transaction. There is no way Nedbank will enter the digital age with these kinds of ancient rules. They still want you to visit their bank and deal with their inefficient people. Nedbank I suggest you stop behaving like you are God and teach you people to do work and to do it effectively and efficiently and further please give me back my money.