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HSBC nightmare- how long for money to be released?!

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We don’t bank with HSBC but have our mortgage with them. Back in May we applied to add £17500 to the mortgage. This turned out to be a complete nightmare to arrange but FINALLY everything went through and on July 31st we signed and completed. However, we still haven’t received the money. I’ve called them to question it and after being on hold for almost an hour, I was told that there was nothing missing from the application and they ‘think’ it just be due to things moving slowly but they can’t tell me how long it’ll take for us to receive the funds.
Has anyone been through this recently? How long until the money was released? 
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