Request for evaluation certificate

I have a new development house which I bought through Absa. My understanding is they would have done an evaluation of the construction/ plan/ developer prior to giving me a home loan. Now I have been requesting for the evaluation certificate from Absa for over 2/3 week, all they do is send me to the branch and the people who are supposed to help from head office just dont care. I have a feeling that the evaluation was not done.