Private Client Bond experience not so great

We recently selected our home bank via a bond consulting company to take out a home loan. For months now via private bankers and our bond attorney we have tried to get FNB’s debi check done. They keep saying it’s loaded. Now we cannot get our proceed letter to register and they are slowing down the process. No one can give a real answer, all the emails just keep saying it’s loaded and today got told until we accept the debi check nothing will be registered and no proceed letter will be given. No debi check has appeared on my account. I am a private client as well and am feeling like I have made a wrong choice. I have been a client of FNB for almost 30 years. Now we wait because we cannot phone anyone to assist us as well. All via email.