ABSA Homeloan progress advance nightmare

I have received absolutely no response from ABSA Homeloans or the Homeloan Building departments after an official enquiry at the Strand Branch. I have initially app**** for an additional amount to cover costs of water damage to an apartment. All was approved with the message to complete the repairs and then submit the invoices and claim the amount. Since the work was completed, I tried to contact ABSA Homeloans, whom does not seem to have any clue on how to proceed. They first referred me to the bond originator, then the transfer attorney and lastly the closest branch. I was assisted at the Strand Branch by Roxane du Preez, she was so professional and after nearly 80 minutes of struggling to get the correct departments, she managed to get information and send the e-mail to the Homeloan Building and Homeloans Departments. I am still awaiting any response from them since the mail was sent on 5 February'22. Numerous e-mails to them followed, no response on any, not even the Branch can assist further.