Nedbank did not keep their word

I have a dream saver with Nedbank, the first time I did a withdrawal from this account they said payment takes 5 to 10 working days, I received the funds in 3 days. The account matured on the 1 March I went to close off the account they told me the same thing 5 to 10 days however this time the funds were not paid out. I went to the branch today cause its pass the 10 days, the banker called the call centre and spoke to Maylene. She`s Now telling me its 10 to 12 working days cause they have a backlog. This is not my problem My understanding is 5 to 10 days its long over the 10 days I need my funds Today cause I have already made plans for that money Nedbank`s backlog is not my problem. As a client e.g. if my account is not updated (Fica) they block my accounts. But now that the bank changes there process I just have to accept this is not on I want my money today!!