Mobi money issue

I received money with mobi money 2 weeks ago but l can not access the funds. Been to the branch do to the needful which is fica but still l can not access it. Called the call center no one is helping me. I fail to understand why l can not access this mobi money. Nedbank has the worse service ever. No one knows what to do with this case. All l want us my moni. NEDBANK DO SOMETHING