Bad customer service and delayed payment CESD

I am sooo disappointed of the company. Firstly I don't understand why would the company have an app, that to me makes it convenient for one to transact, I app**** for a withdrawal on the 1st of December 2023, then uploaded the bank statement as the system requested. And after seeing application is not moving I went to the other branch in Phuthaditjhaba for assistance, then they let me complete some tax declarance form, of which my question is that why initially when I app**** for the withdrawal and there was a form needed, the app should hv prompted me regarding that form. After still no success and I need to travel to my son's wedding, I went to the other branch and apparently the consultant at the previous branch had 1 page missing, of which I completed. Today is the 14th December but still no funds. I got a message that document from the branch are not clear and question is whose problem is that because it was their form, completed by them, I only signed.

Even the consultant seemed like they don't know their job or who to contact to finalise the payment. Question still lies, why do they have an app for transacting? Still not received my withdrawal