no service from ABSA bond department

Good day We are in the process of purchasing a house, the sellers bond is currently with ABSA, our lawyers have been trying for weeks to get hold of someone to assist with the sellers bond documents in order for them to lodge. They were then told that the documents were lost, the lawyers then requested for an acknowledgement letter to be signed in order for them to continue with the lodge and was refused. They have tried to contact the bond department yesterday on numerous occasions and no one has bothered to respond or make contact. Our deadline to lodge is today and if not the seller loses the agreement with city power and we will not have a place to stay in come 1 July 2019. This therefore will impact 2 family's, what do we then do. I am 7 and half months pregnant and have a 6 year old son and do not need the added stress. I kindly request that we urgently be contacted by ABSA with the signed letter in order for us to lodge today. I would hate to escalate the matter to ABSA's heads. Please contact myself or the lawyers Louw & Heyl *** were can supply you with any other information required.

I would like to iterate that this is quite urgent. regards