Terrible service

I went to Gugulethu branch to close my retirement annuity,on the 10th of October 2019 was told that the money will be paid in 15days with ref Ceb***.I tried calling last week but never got assisted in the call centre.I need my money to paid in my account urgently,your consultant did not do their job properly because I spoke to someone at the call centre that told me that the account was not closed but stopped.I provided my ID & bank statement in the branch with the intention of closing my retirement.It was not done someone needs to be held accountable because I'm not gonna wait 15days again for something that was not my fault.....