Payment

I have an investment account with nedbank, on the 26/06/2021 I called them to inform them that I havd an emergency(death) I want a certain amount from my investment account, they have advised me that there will be a penalty fee that I will need to pay, of which I did not have a problem, and they said the money should reflect on my account after 3 days, I have called them on the 4th day they kept on promising I even send them an email to their complaints department but, no feedback from them either, basically this is the 7th day no payment. Please assist me.