Delay in providing bond cancellation information,

I am absolutely shocked with the turn around time by Investec. I am purchasing a new house in jhb and the seller has a bond with Investec. Our bond registration and transfer attorney requires the cancellation amount before we can proceed. On 18th October my attorney requested bond cancellation figures and the title deeds from Investec. This is still outstanding 31 October. Please can you advise why it takes so long to provide this calculation and support? This is delaying the process significantly, considering the slowest turnaround time from other banks is on average 7 working days? With such little feedback, we are not sure what the exact issue is and why this is being delayed for so long. We have reached out to our attorneys and they have advised they are waiting, the seller has also been trying, but there is not other response, therefore we are getting concerned because of this delay, from a professional bank.