Bad service

My name is Vuyiswa again I don't know what to do or who to talk to Tuesday Nedbank called me to go to the branch about the money that I said I went to claim for my late father they said the money will in my account by today even now I didn't receive anything and I borrowed money to go to town Tuesday hay hay hay it's too much now please someone kindly assist me their service is bad marn this case has been happening from December what do they mean when they say 21 days