Back and forth

I have been trying do some changes to my accounts. Was in the brach on the 1st of August. I was informed I needed to do fica on my account before moving forward.I was moved between consultants so we can have someone which will assist us not going of shift that day. We were informed fica should take three to four day and would be contacted by consultant. On the 22 of August I was zgain in branch to followup on request. Although the same consultant was onsite as luck would have it was sent to another consultant. She tried to call homeloans as she could not get through, she advised we should call ourselves in the week. Giving us the number. I questioned this as a previous consultant state we need to complete the forms at the bank. The response was she has always done it on the phone. No mention of any fica. On calling homeloans on Monday I was informed the fica is still outstanding. The helpful cunsultant informed me she would escalate to fuca debt, but this would take 3 to 4 days. I once again called homeloans today to be informed the branch needs to followup.