Bad Service

I withdrew my money to my bank account on 22 February. On Wednesday I sent an email to *** and got a reply back that I should submit a bank letter or statement to validate my account with Nedbank. I did that right after I received that mail on Wednesday. Since then I have not yet had any reply whatsover and no money in my account. Today is the 7th day. Where is my money and why won't they communicate or reply to my emails sent.