No correspondance on rate reduction application after 14 months

I app**** for a Home Loan Interest rate reduction after significant risk reduction. After paying every month for 12 years I have settled almost 60% of the initial loan. Added to that my salary has doubled and the property has increased in value, yet ABSA Home Loans department has not even given me the courtecy of responding to my application submitted in September 2020! I have sent countless follow up emails and escalated to managerial level and still nothing.