unhappy customer

I have an investment account with Nedbank , but for the past three days I have been struggling for someone to assist me as I need to make a withdrawal or transfer. I have been to the branch during my lunch 2 days in a row , called the branch thrice today (requested to speak to the banker who assisted me yesterday) . He still did not have answers for me . I do not understand what the hassle is , as the money being saved is MY money . I was also told that the manager could also not assist me (what is the role of having a branch manager then) . Very frustrated as it's at the end of my working day & still no call back from the branch or the banker