Delay of Payment

Went to Nedbank Jubilee Mall regarding our Mthunzini skokvel payout on the 12 December 2017 and filled everything so that the money can be distributed to all members but till today we are still waiting for the payout. I laid a complaint and the complaint department said the branch gave them the feedback that the matter has been resolved. I called them and they told me about eft department and refused to give me the eft department numbers they said they are not allowed to give out the contact numbers. It's 5 working days now and we still waiting.