Dissapointed with fnb home loans

Good day!my husband app**** for funds on our bond a week ago,since then there hasn't being any communication,when I call I'm being told the application is held up at pay out department,we app**** for the funds because we really needed the money urgently.the finance department hasn't phoned or tried any means of communication,when you phone call center they say I can't contact finance but they see application is with them.im so dissapointed with fnb homeloans right now.my husband id is *** please assist in resolving this matter.