Flexi facility application - Shoddy service when you need to access your funds

*** I cannot believe that an application for a Flexi facility can take up to 2 weeks vs the promised 3 - 5 days. On 8th Feb, I submitted an application for a flexi facility on my Home Loan. My case was assigned to Neil Hendricks by Londiwe Sithole. On 11 Feb, Neil acknowledged receipt of my application and promised 3-5days for feedback, and had advised my application was in process. He later sent a debit order form which was a pre-requisite. When asked why it was required, he did not respond. On 16 Feb, after numerous attempts to get hold of Neil, I sent back the completed Debit form and copied Puseletso Nyirende, who had been following up with Neil as well. No acknowledgement from Neil. On 18 Feb, I requested Puseletso to escalate the matter to Neil's manager, Preshalin Murugan, which she promised to do. On 19 Feb, I contacted the Home Loans dept to follow up. I was advised my case was now being handled by Pearl Jacobs, and that my application was still under review and awaiting some sort of validation. Now, I have had a series of Medical emergencies and procedures done which is why the funds are required. For the fact that I have surplus funds which I cannot access is beyond unacceptable and unfathomable. Can someone just update me on what the hold up is?? This is pathetic to say the least.