****py delayed service

I wentat the beginning of april to nedbank in tokai requesting to get part of my money back... A consultant told me it couldn't be processed due to lack of signatures but was told the money was going to be paid out to me but it never happened. I then went in again I was told the application was received the 22nd of april and that it was going to be paid in 2 weeks time and it never did. When I went in again after that I was told my IDdocument was not clear and had to be resent and when I went in today I was told my signatures does not correspond