housing finance

Having a problem with the housing finance,we app**** for prepaid for the past 2 months and when applying they promise it takes only 24hrs,first week they said pended because of outstanding documents the following week they said they xant find our documents on the system we need to email again we did the following week they said its in process they'll call for the payout which is till to date they have never paid,last week i received a text saying they cant find me on my phone and they need to confirm so that they could release our money, my husband phoned and they demanded talking to me claiming the spouse is the one who should confirm,i went to one of their branches made a call they said they are the ones who should call not me then i asked when should i expect the call they said before end of business i waited until the week ended still nothing form their side,today i email two of their consultants the other 1 said she's not in the office i emailed the other he says Mr is the one who needs to sign the forms i rep**** how because last week they told him it needs to be me so till now they haven't contacted us. I need to lnow what's their problem because that's our money