Home loan re-advance - service is non existent

Home Loan Ref *** I've app**** for a Re-Advance on my home loan. This was approved on 7th July but I have yet to receive a single phone call, and no money has been paid. The communications via email have not helped. I've tried phoning the consultant who dealt with me directly. It went to voicemail. I believe she might be on sick leave based on an auto out of office reply that I received. However the colleague who has been communicating with me since - I'm struggling to get information from them. Additionally, on average, I receive a response a day and a half later. What do I have to do to expedite this process? I just returned from your canal walk branch a few minutes ago where a staff member scanned my document and suggested I call the home loan department in the morning. I will try again but I would appreciate if someone could call me and actually assist me. I've been neglected since my loan was approved.