bad service

on the 3rd of january 2023 my daughter put on a request for withdrawer of funds via whats app we got a confirmation that everything was done and it will take 4 to 7 working days to be processed on the 5th she gets am sms to send through Facta docuemnts with i sent when i called to follow up i was advised that i need to send it to compliance when i send the email keeps saying i am blocked called the call center was advised i need to send it to service department which i did but no feedback so on the 10 th i called them i was advised that it will take 10 working days , bear in mind i have this policy for 2 year they never saw it fit to get this documents only now when i need funds, i am being sent to pillar to post i need this sorted out with in 24 working hours last year i had the same problem