over promise and under deliver

I went to nedbank Braamfontein on monday 18-02-2019 to put in a notice of withdrawal on my tax free investment .I advised the con****ant that my investment is not even a month old but i have to withdraw the money because my son is sick and i have to take him to a specialist . The con****ant by the name of Dipou sokhulu helped me with everything, i also advised that they will have to transfer the money into my capitec account which she said was not a problem .she gave me a paper that showed that i did put in a notice . I waited for a notifiaction on my phone yesrterday which i didnt receive .I called the call centre for them to assit me they advised me to go to the branch ,when i got there i got a shock of my life i was told that the funds are still in my account and that no notice was made .To top it up i was told that they are not allowed to transfer money to other banks and i should open their account first .Like what the actual **** ? why was i not advised about that when I opened the investment ? why didnt Dipou tell me about that ,now i hyave to wait for another day to access my fund , Really i have to wait for 3 days to take my child to a Doctor ?? This is really painfull. The level of inconsistency in that branch is on another level .I dont want to talk about how long one should wait in order for them to be assited ,one should beg to be assited in that branch . I am disappointed on how I was forced to open a Nedbank account even though i am not interested in it .