Nedbank - unwind investment - no joy at Nedbank Tzaneen

My mother has an investment with Nedbank. She was diagnosed with parkinsons and are in an old age home. She cannot do anything for herself and need 24 hour care. My father went to the Tzaneen branch of Nedbank to unwind the investments of my mother to help pay for her care. He gave a letter of the docter to Nedbank which confirmed that she is in no state to be able to do her banking affairs. My father is now living in Polokwane He went to the Nedbank Branch in Tzaneen, this is were the account was opened to unwind it, he handed in the letter from the docter and request for the investment to be unwind. The excuse that the branch give him is that the Manager is not in, and that they cannot process his request. This is urgent, he need the money to pay for my mothers care, which is up to R20 000 per month.