Bad service

I'm applying for a smart housing bond through FNB after they got my application the sended a sms on 25 October that they received it and wil contact me in 72 hours I still did not get a call back from them, I'm trying to call them through the call centre but there is no answer I have to keep holding on and the one time I got through someone picked up the phone just to tell me her system is down and that she is going to transfer me to one of her colleagues and guess what I had to hold again till my airtime is finished and I still didn't get the feedback I'm looking for, this is serious as I'm in progress of buying my first home and need the smart housing bond from FNB to pay my transfer and bond fees.