Flexibond?????

Good day<br> <br> I am very unhappy re my bond account, I phoned the home loans department regarding I have a flexi bond, which enable me to save, when I phoned the 29.03.2016 they say I need to go into the bank to sort this out, heir is a hold 58 on my account, it will be sorted in 3 to 4 working days when I phone today 06.04.2016 they inform me they can not fix this because their was a disability claim on our account, but this in not the first time I wanted the access money previously I could get this so what seems to be the problem??? why do you have a flexi bond???