Bank of America review: Cashing in a cd at a branch

I was called and told to go to the branch as the CD withdrawal was approved. I get to the branch and was helped by Maria and the funds had not been released by the trust department. I am the sole caregiver of my mother who had dementia and they know I can't leave her alone. Between yesterday and today I made three trips and I was supposed to receive the funds this afternoon. Maria goes online and the promised release was not there. She makes a call and enters a call queue. After waiting 20 more minutes I left. My name is Jose Esparra Jr and the branch is located at 1700 S Semoran Blvd, Orlando, Fl 32822. I got home and called customer service who put me through to the CD department. I was told they could mail me a check, which I am hesitant to do because of the misinformation I've been receiving. I asked if he could call the branch and was incredulous when he said they can't do that. I asked for his supervisor and was told the supervisor wouldn't call either, but I was put on a list for a supervisor callback within 48 hours. I'm a sole caregiver and have given my life for my parents to my own detriment. I feel like I'm being made to beg for something that is mine. I just want what is mine, nothing more, nothing less. Can anyone help? I can be reached at [protected]. Thankyou