poor service

good day my daughter submitted a request for withdrawal will on mutual on the 29 September received a message to submit the document which she did via whats app on teh 5 th october received a message to say her money will reflect in her account in 3-5 working days i called in the customer care spoke to Kaylee Seasar whom put me on hold for 10 minute and come back ask me the same question she seems lost ***