Bad service and unprofessional communication

made a 32 days notice in April waited 32 days money got in and bounced back with certain portion of my money , reached out on the app they advised me to go to the branch, went to Bedford Centre they logged a call with call centre twice got 2 different consultant with different stories, they sent n email to investments and gave me a feedback that they received from investments department telling me i made a stop order 18 feb 26,made a call to call centre today got Lamer who said i made stop order 6th april which is not true i did not make stop order or recurring debit in my account. now I am being told to release my funds i need another 32days or pay penalty fees which is impossible because i waited 32days and the frustrating part is this inconsistent communication that Nedbank staff has a teller that will tell you this and the other will tell you a different story and the branch I went to did not see the stop order on the app and it does not show who created the stop order and now it is not possible to be seen or cancelled.. The stop order that they are talking about was not made by me.