Bad service

As a first time home buyer, I was soo excited to finally start the journey and as a private client, I thought the process would be easy. I am extremely disappointed in FNB, I ve been sending emails, calling and even using what's app to my soo called banker and no acknowledgement or any response, I called the service suite and I was referred to home loan division, I spent the entire Saturday trying to follow up, is it really that difficult to offer service linked to what I pay. I am very disappointed