Extremely late Progress payment

My wife and I app**** for a building Loan with standard bank based on a number of reasons e.g. good rates, relatively good service from branches. ex-staff and based on the fact that we had a previous normal bond with SBSA. On the website it states that any progress payment will be processed within 5 business days. My wife stood in a Q for 45 minutes to fax this doc through as home loans already have all our supporting docs this was on 17 September 2015 (we even received an SMS from home loans stating that this should be resolved by 25 September 2015), todays date is the 02 October and i have still received no response on if the payment is going to be made or not and what the delay is. My builder is threatening to take on another job which means when the bank finally decides to payout I will only have half a house and no builder. Please guys we live in a country where we are use to bad service a new norm for us South Africans. And yes i know we need you more than you need us. All i need is just a solid response on either \when it will be paid"or \""why we cannot pay\"". i have been more than patient with your call centre"