Home loans department mess up!

Horrible service received from the loans department.

It's been almost a week and no definitive response has been given all was advised it's been escalated to management yet no one has come back to us only telling us a manager will contact us and we need to pay the developer directly when we signed for a 100% building bond loan. The last interaction when the final balance was paid of the building loan it was advised the developer has received his full payment of the property value yet it was not true false information given.

EMAIL WAS SENT AS BELOW. I just need to confirm with you if our Home was paid out the full amount of the Building Loan of R767 500. As per the developer he wasn't paid the full amount, he says R15963.24 is still outstanding. Please can you advise why he was paid short. Still today no explanation was given to us on why the developer of the property was short paid.