Horrible Service

So we app**** for a re-advance on our Home loan account with standard bank and we got an email response from Mnonopheli Dlela to acknowledge the application and to request that we complete our income and expenditure form as well as a DEA Form(consent form), we completed those and sent them back upon which we got a call to go to our nearest branch to complete a form for the amount to be processed, we went to Greenstone branch where we were assisted by a consultant whose surname is Mashava, he made a call to the homeloans department inquiring on the type of form we were to complete,then he gave it to us to complete, he advised us to call on 24/08/2015 to make a follow up, we were advised it would be paid out on the 26/08/2015, late yesterday i made a call to make another follow up as the payment did not come through, I spoke to Lauren who advised us that she was escalating the query and that we would get the funds today, however when my wife made a follow up this morning she was advised that there is an outstanding form that we need to complete, we are very frustrated at this point because we were counting on these funds urgently, please help so tired of these turn around times.