Worst service ever

I have been trying to withdraw money from my tax free savings account since December 2022. I started the process on WhatsApp and via calls but kept being referred to the branch. I went to the branch January 2023 and gave them the required documents. I was told the money will reflect in my account within 15 days. Now Im getting sms’s that I need to go to the branch for some document that needs to be filled out. Why wasn’t everything sorted out when I initially went and submitted the “required documents “? I don't even want to talk about the service I got from your consultant at Soshanguve Crossing branch. Unprofessional!