Requested a withdrawal 3 weeks ago and still no payment.

It's been over 3 weeks now that my dad had requested to withdraw money out of his investment. We were told it would take 7 days. Documentation has been filled and yet still nothing. This is the first time that this has ever happened normally the money comes on time. Customer service is pathetic. How can you make someone wait this long for their own money??? What if we had a serious emergency and needed it urgently!??? Please assist in solving this!