Home Loans Poor response to a progress payment

A progress payment request was faxed on 20/03/15 to home loans, on the 23rd of March I phoned the call centre, they confirmed receival of the fax. Up to today no payment has been made, apparently the person who came to do the valuation never submitted documents, now another person should go out for valuation. There is a total delay in their systems, nothing is working as it should. Standard Bank Home Loans doesn't assist in anyway to make the building project a success by delaying progress payments. No one at the Home Loans department want to take responsibility and solve the matter. Ive made numerous calls, waiting for almost 20 minutes to get feedback. Ridiculous service! The supervisor, Henriette promised to get back to me again today, she never did, I had to phone again and only find out that they will send someone again to do a valuation. Unacceptable delay in obtaining a progress payment