Terrible Nedbank homeloans experience

I have never been so disappointed by the service I get from Nedbank Homeloans. We app**** for advance in our bond, it was approved, we went to the branch to sign the paperwork. We were informed that funds will be available within 2 to 3 Days, at most 5 days. Now it's been over 10 days, when talking to the banker, will tell that will follow up and never come back. I have never experienced such inefficiency as if they are giving us this money as a donation, whereas we are going to pay it back.