Bad service

I went to branch to do a part withdrawal but their system became offline so they advised me to do it via WhatsApp, I went back to work and did the transaction as per their guidance last week Wednesday 1/09/21, yesterday I called their call center to check the progress as normally by the 3rd business day funds are in my account, the consultant told me that it is still reflecting as new and no one has touched it then went on saying that I cannot withdraw from that policy as I am allowed to withdraw once every 5 years, mind you that I had done two withdrawal in April this year already so her statement was not making sense to me, she went on and advised that I must withdraw from the other policy, I told her that I am in urgent need of these funds, having initiate another withdrawal which will make me wait longer than I have waited so far is not ideal, I'm not happy about their service maybe I should just move my policies to Allan grey or something where I will get quicker assistance when in need. I Initiated another withdrawal last night so I wonder when will they inform me of the outcome of the previous transaction and the recent one because first of all the branch didn't tell me that they take long when you do it via WhatsApp, this is absurd its ridiculous.