Terrible service from Nedbank

I have app**** for a home loan extension with Greenstone branch, there is only one person who can apparently help me. I have submitted all the relevant documentation, I was promised an answer within a week, well now I sit 1 month down the line with still no answer, the person I am dealing with is again out of the office for the day, now how can there be no-one else to help me then? I have been called back to submit more documentation, fill out more forms, I have done all of this, but yet there is still no answer. I need to do repairs on the house, but at this rate I will only get an answer from Nedbank next year, even if I get an answer today (which I highly doubt) I still need to get the contractors to book me a date, and we all know builders close on the 16th December, which gives 1/2 a month, to book a date, get materials and finish the job. If I could afford to I would move the home loan to another bank, but they know I can't so I get terrible service. Please can someone contact me today to finalize this application. I have even asked for the contact person at home loans so I can contact them directly to speed up the process... but no info has been sent through