KEEP UP WITH THE TIMES OF TECHNOLOGY!!!

i have a investment/savings plan with Nedbank for almost 1yr. When I opened this investment/savings i was told I can phone anytime if i need to withdraw the money to any account as long as the account is in my name. I phoned the 01/04/2015 spoke to Shahistha reference number:***8 who advice me there is no way i can do this telephonically i need to go to the branch. I explained to her you WAIT FOREVER at the branches for service AND I AM AT WORK CAN NOT AFFORD TO OVERSTEP ANY LUNCH TIMES. Please tell me what service this is or else i would like to cancel the investment/savings