horrible service and failure to pay my money

On the 19th of april , i did a withdrawal for my tax free investment via whatsapp and i was advised it will take 5 to 7 days but i still have not received the money . On the 27th of april they sent me a form to fill in and i did same and sent it back but still no money. i called them and i was transferred to 3 different dep who told me that there is nothing they can do for me but to send an email to their tax verification dep . If i needed to fill in the form , why was i not told the same day i lodged the claim , they tell me 8 days latter about the form. i want mu money today , i don't want excuses .. this is not acceptable