not receiving feedback for almost 2 months

We took a further loan on our bond and signed for the full amount at the attorneys but when the money was payed out it was short paid by R 15 872.01. I spoke to the home loans department and was told that the account was in arrears but when i spoke to the credit department they confirmed that my account was never in arrears there are numerous notes made for all the times i phone and was promised feedback within 48hrs but am still waiting to hear where the money is. This has been going on from the 3rd of March and up until today nobody can assist me as to where the money is . If someone can please assist if would be great.