Not able to give feedback on Requests

I have bond registered to build house. R***. The surveyors indicated that 62,13% of the build is complete and they need to pay out this amount to my builder. They have now short paid all 4 times. 62,13% of R*** is R***. They have up to now only paid R997530. If I enquire with the building Manager Neo Mathebula at FNB building branch he just indicates that he cannot give me answers and it is as it is. Our builder is now short paid by +- R58000 and FNB feels nothing. The amount of time I have spend on the phone to just get hold of someone to talk to is ridiculous. They promise to call back and it also hardly ever happens. Don't know who is going to respond as it is also impossible to get hold of Neo's manager for the last week?