Dissappointed Client

I am so dissappointed with the not service received or should I say not receive from Nedbank. I have a fixed deposit with them which I called their Contact Centre to release as I want to withdraw the whole amount. I received a call 2 days later which was on a Sunday informing me that they will not be able to assist as they can only release up to R50k and not more than that. I was advised to visit my nearest branch which is Lambton, which I then advised the consultant on the line that this will be difficult due to my Covid 19 status. She then gave me an email address of the Nedbank Lambton to send my request. I send my request on 18 April to ***, made a follow up 3 days via call centre later to find out about my request as I have not received a response via email, the consultant tried to call the branch and no response and promised to send another email to branch to enquire, I am still waiting to date. I urgently need assistance as I need these funds to pay my medical bills. Your assistance will be appreciated