*********** staff at Home Loan Contact Centre

I needed to submit a payment certificate from our developer (this was the first which we needed to submit so obviously we were new to the process). I called the Home Loan contact centre on the 31st July and spoke to a Eugene. He informed me to email the certificate to [Email Removed] and payment will be actioned. Our developer informed us today that payment has not been made yet (it is now almost a month later!). When I called the contact centre today, a helpful employee (Shiraz) explained that Eugene gave us incorrect instructions. But I have come to learn that we will have to wait another 7 working days before the payment is processed. So this has delayed our building by a month. What irks me even more is that we didn't receive a reply from the aforementioned email address notifying us that they do not deal with payments for home loans. This is by far the worst service I have ever experienced!!!