Nedgroup Investments - pathetic service.

I have a fair amount invested with Nedgroup Investments having started my savings many years back. I needed to withdraw funds to meet excessive medical bills only to be told my password which I had used previously was now invalid. I tried to change the password on 10th March without success, firstly using their electronic Help Portal and then phoning their Help Desk, holding for long periods before eventually being connected to a human. She then wasted two hours running the identical steps over an over again without success but each time expecting a different result. Nedgroup state that written withdrawals are not accepted but in the end they sent me a form which I completed and the funds were received on 14th March. But I still cannot access my account since the password is invalid. In trying to update the password I spoke to any number of people before eventually connecting with Thabita Ndidi who wasted more time talking me through the same process which started on 10th March. Ms Ndidi promised verbally and via email to investigate and revert to me after 15-00 on 17th March. Despite two follow up emails to her the call back has not happened. After all it is my money - I should have ready access to it without the run-around.