Application at fnb is like pulling teeth

I don’t understand how a big company like fnb can have such a non working home loans, the call centre has such ppl like Candice and Michael who don’t want to do their work. I understand it’s December but doesn’t work have to continue for those in the office. Our application has been with payouts from Friday and nothing is being done. And now Boitumelo is on leave until Jan the 12th meaning that our future funds application will not be attended until then. Ref ***