Further Loan

i went to see the banker regarding the remaining money on my further loan and she called the home loan department that advised that i don't need to submit anything they will log an incident and send an assessor to check if the outstanding work is than then they will be able to release the outstanding amount. but now its been two weeks with no feedback and now i m just frustrated and not knowing if i should move my home loan. i tried to get hold of Innocentia Tau , but she does not have any feed back for . my reference number is ***