Nedbank ***** money

The nedbank is horrible, my aunt fixed deposit money last year for 6 months and when it was supposed to be paid in May, nedbank has not paid the till to day because the surname has change even if we gave them the ID we open the account with it. It seems like no one is taking this matter serious while our life's has to be put on hold because of the bank, there was plans for the money. I'm even sure that when we get this money, bank will not want to pay interest. We are taking the matter to the Ombuds and claiming the interest