Appalling Service

I have been a customer of FNB for over 30 years. I have my home loan with them. I have app**** for additional funds on the bond which was approved when I signed for it. The funds are available after six months. It has been longer than six months since I took the bond out. I app**** on 21 August. Received an electronic confirmation that it had been received and that I would receive a call within 24 hours. Five days later I phoned and was told I would receive a call within 48 hours. Four days later I phoned again. I was told it had been escalated after the first call. I was told that it had been escalated again and that if I did not receive a call I was to log a complaint. This is appalling Service. The installment is paid every month with no issues. They do not have the professionalism to acknowledge emails or contact the customer. When you phone the home loan department they cannot even give you feedback on the status of the application. Everything has to be escalated. The escalation doesn't work and there are no consequences. Deeply disappointed.