Claim nr *** not paid

We are clients at Nedbank and app**** for a re advance on our home loan, it was given to us more the 2 weeks ago, we were told that the claim would pay out last week Thursday, nothing was paid so I follow up with Springs Branch to find out what is going on, it was then send that the money has been transferred and will reflect in our account today no such luck. How many emails or phone call must we do before it is done. Cindy at Springs Branch as been helping us the whole time and I feel sorry for her because her hands is stick and I feel frustrated that I have to go to the extreme to get results. <br> <br> Could someone in Head Office give us an answer on why it is been taking more the 2 weeks for this to be done???