refusal to payout ln saving account after acing notice

we have been to the silverton branch serveral times requesting withdrawal from a group account. we have been told for the last 7 days either the branch manager is out of office, the person that did the transaction is out or Siyanda the sulerviser has just stepped out we escalated the issue to complaints department allocated to pola. when we call 7 days later she is also telling us everyone stepped out from the branch manager, supervisor team, eft department this is truelly out of line considering the withdrawal is from an investment account. for the last three years with this account and branch everytime we have to withdraw this is the same problem we face, is this a sign that we need to close the account and move it somewhere where our business is appreciated