Worst experience ever

It’s a first time that I invested cash in Nedbank just more than a year ago, in a fixed deposit account for 12 months, I went overseas in business and got back around the 29th of September 2017, I came to realize In mid November that the 12 month fixed account had expired and that my investment was reinvested for a further 12 months, I am in the process of buying a property and wanted to pay off an existing loan with another bank, so I went to Nedbank on the 19th of November(today) to request a withdrawal due to my special circumstances, I was in formed by Patricia Govender at the gateway Umhlanga branch that I need to provide my travel details for the days that i travelled to prove that I was out off the country, which I agreed to provide, I was then asked for a settlement letter from the bank off the loan as proof, which I had on me, I was then advised that I had to pay a fee which I contested based on my circumstances , I was then told to come in on another day, i advised that I was leaving the country the cane day and she advised that I must come in when I come back, what type of service is this, you have to provide a reason to use your own money, and in a emergency, you don’t have access, bad experience at Nedbank reluctant to look at any other products ever again