No support and communication

I went to Nedbank The Grove on Monday as I unfortunately received a medical bill and wanted to request money from my 32 day account. I am fully aware that I would be charged a penalty for early withdrawal, and I am ok with it. The branch manager was not there and they weren't sure where he went or when he would come back, so the lady took my medical bill, name, number and ID number. She said she would ask him to review it so long and call me back when a discussion has been made.. 2 days later and not a word.. I haven't even received a call asking me to pop in and discuss it.. I didn't take time out of work to go there for fun.. Unfortunately I am stuck and expected a bit more support from my bank..