Pathetic Customer Service Who constantly lie

on the 14th of Feb I had taken out a consolidation loan with Nedbank, it was to pay off two other loans and the remainder cash was to be paid to me as I had fees due today (21.02.2020) I have been calling, emailing continuously since the 18th of Feb and was continuously told it was paid or its at pay-outs, every day I was told it would be paid out by the end of the day, by different people today finally one of their consultants decided to be honest with me and tell me they haven't paid it out as yet!!! this is so frustrating as now I can’t pay my fees on time and if any of their other consultants took the initiative to do their job properly this could have been picked up and sorted out in time!!! this customer service is pathetic!