Payout of Shares

On the 9th of February 2015 I called and spoke to a a Rose from Wealthnet. I kindly requested that Wealthnet pays out my shares because of an emergency. They asked me to fill out a form. When I asked when will they pay me out they said they don't know. I called them again on the 26th of Feb and they still don't know. When you work with customers there is no such thing as I don't know. I need a time frame. I need my payout jurgently.