We are just number

Our social club requested a withdrawal from the social club account in order to pay funeral expenses The consultant at Nedbank had no empathy and told us to FICA, we didn’t have a problem with FICA we only wanted the bank to allow us to draw some funds, so we can bury our member and be able to bury my loved one. How could they not have shown some emphathy, we are not withdrawing the whole amount, we only wanted a portion.