Terrible Service

I sent a complaint on the 11/06/2021 because I wanted to withdraw from my daughter's investment account, which when I initially opened it I was told I can withdraw funds when I need them it just takes 48 working hours to transfer the money as soon as I complete the paper work. When I contacted Nedbank on the 11/06/2021 I was told I can only withdraw the funds end of April 2022. After logging the complaint to receive the funds I got feedback that Claudia Pillay has been assigned to handle the case CCM:***5, then it was just quit on the 15 I followed up and she said she was still busy with the case. On the 18/06/2021 it was assigned to a complaints officer Zandra Leone who then eventually sent me documents to complete and sent back to her in order for the account to be closed and I receive my funds. Docs where sent on the 22/06/2021, I sent back completed docs on the 23/06/2021. Then on the 24/06/2021 in the evening I am informed that the last page needs a witness to approve and this was not initially mentioned when the documents were sent. I got a witness to sign the documents and sent the to Zandra who does not respond or answer calls that show on her email. At the moment I haven't received any email to confirm if all the documents are in order and when I will receive the funds. It's been a long process just to get this funds which I need urgently as I mentioned when I 1st sent the complaint, it's to pay for my daughter's school trip and the payment is due on the 28/06/2021. I receive feedback for this complaint in drips and drabs, they could have just told me that it would take 5 weeks to get the funds I would have made another plan .This is just terrible service.