Slow response on Progress Draws

I have a building loan facility with FNB Home loans. I plan to start drawing down on this facility in the next few days. On Monday 01 Feb 2015 in the morning I sent an email requesting the form that needs to be completed for progress draws. Now it's Friday the 5th Feb 2015 and still no response. I have been trying since 8 am to call the contact centres with no joy, the phone either cuts-off or I hold for a very long time and end up putting the phone down. I am very worried that this extra slow response will definitely cause unnecessary delays on my project. Unbelievably bad service.