Horrible service

I opened a fixed deposit account 3 months ago and it matured yesterday, but there is no payout even though I already set my payout instructions months ago. I called twice without any proper feedback, only escalations for a matter that only requires a release of funds. Mind you, I set up that account specifically for that time period because I already had financial responsibilities set out for today. I’ve been banking with them for over 4 years now with excellent service but I must say, it’s quite disappointing to the point whereby I’m thinking of switching banks because this whole thing just scattered so many plans and obligations I have. No proper feedback, no timeline, no reason as to why funds aren’t released! 2 escalations, 2 complaints, nothing still!