No Response and wrong information

We are trying to get funds out of our access bond for renovations and a car. Originally we spoke to Nur who told us it would take 5 days to get after application. She was going on holiday and said she would help us on the following Monday. This was confirmed via email. On the Monday she was not back in and had taken longer leave. <br> My husband then went in and spoke to Mujahid and organised all the document she needed to send. Later that day he sent them, but got an automated response saying Nedbank cannot receive files over 2MB. Finally he organised to get the documents to him. He was then told it would take 4 weeks to get the money! Since then we have both tried to call him multiple times for the last 3 days with no response. Today my husband phoned Mujahid's manager again with no response! We need to get this sorted out asap as we need to pay for the car before it gets sold off to someone else. Noone is answering our questions and we keep getting told different this by different people. What is going on at Nedbank?