CASH WITHDRAW

I received pension and provident lump sum from my previous employer and I went to Standard bank Sandton city to make withdrawal. The consultant refused the withdrawal as they want to verify when I got the money, really??? It shows on the system that the money is from Sanlam!!! so now I have to cancel my plans because I don't have money!! Plus I had to wait an hour before talking to the consultant, talk about rendering a good service!!!!