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How do i approve/give go ahead for builder payment ?

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I have been calling this number 0860123001 since last week Wednesday to get someone to call me back so I can give approval for payment of my builder till today no one has called,everytime I call the consultant says"I have logged and escalated the call to the relevant department they will call you today" . The builder has now threatened to stop any work on my property as he has logged request for money to be released on the 26 Oct till today no payment has been made on his account,can you please advise if the is a way of giving authorisation for payment online.

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