Heartbreaking nedbank processes

I visited the nedbank dobsonville branch because unlike other banks that do everything on their Apps like FNB, nedbank still wants you to go to the branch when you want to make an early withdrawal on your notice. I explained to the teller that I need to burry my sister and I was not requesting the money for fun but because my sister has passed on. I accepted that whilst this was an unforseen event nedbank was going to charge me for the early release. I am sitting 3 days later, nedbank has not released the money. I am really heartbroken by this whole situation that even when I tell them that I have lost a sister who now needs to be buried Nedbank only cares about their ancient processes. Before nedbank I was a client of fnb and we did everything on the app u could even request 32 days to day and get it tomorrow . I am not sure if now I should take a loan to Barry my sister or what