Pay back our Stokfel money

We submitted our bank account on the 1st of December2018 so that our Stokfell account can pay us within a week as usual but today is the 12th no money, no communication. It's just sitting and waiting for something that you don't know. If you go to the branch they tell you that you must continue to wait because this year, they need to pay more Stokfells than other years. They said to me this year "We've got more clubs so that means Nedbank is the best when comes to club accounts " What's that??? When people are angry waiting for their money. You are very disorganised and you planning is very poor.