Not adhering to the fixed deposit contract

I'm writing this being concerned about process in Nedbank. I & my dad went to the bank on the 2 get some of his money from a matured fixed deposit. We were told that the is a different department that has to release the funds so that they ca be available, sadly till today my dad has not received his money. I called Nedbank yesterday and was promised that the manager will get back to me till now I'm still waiting. I am really frustrated because my dad's debit orders bounced already its more than 8 days waiting for the money that was invested for 5 years does anyone deserve this kind of treatment keep on telling me that their investigating cause its alot of money funny enough when I went with my dad to invest it was seamless please assist