Unpaid fixed deposit from Bidvest Bank

I took out a one year fixed deposit account on 21 Feb 2021. On 24 January 2022, I received a form to fill in instructing the bank on what to do when the investment matures. I sent the form on 28 January instructing the bank to pay all my money on 21 February. I received acknowledgment of receipt on the same day but my money has not bee paid instead I was told my money was reinvested. When I contacted service center they promised to repay without explaining what happened. Well I am still waiting for my money.