MORE INEFFICIENCIES AT STANDARD BANK

I submitted all the necessary documents for processing of the first payment to my contractor from my home loan 2 weeks ago. I followed up with Std Bank on progress 1 week ago and I was told that the documents were received and will be reviewed and payment will be in 5 working days. I called Std Bank on Friday last week and was told that the plans are unclear and the contractors all risk insurance was not received. I told Standard Bank that all the documents were sent and after re-looking the lady said that I was correct and they still however needed a clear copy of the plans. I sent this on Friday and I got a confirmation email of the email sent. Today on a follow up I was told that this email was not looked at and I will just have to wait till the department responsible for reviewing this get around to it. Then, 2 weeks later, I am also told that a signature is missing on the progress certificate. How does it take 2 weeks to find this out?? How do I get an automated reply to my email on Friday but yet they not sure where my email is and I have to resend the plans. My building is being delayed due to inefficiencies at Std Bank. What happened to turn around of 5 working day