cannot take care of their client

should you wish for the worst service be an FNB client. I have now app**** for the payment break and they been giving me a run around making an excuse of requesting document. I explain the reason why I am in a financial strain and sent the letter confirming now the application has been pending from last week. Nonetheless I am in arrears with so many things already and I have now requested any amount available on my bond as I always pay extra they still have not responded from last week and I need the money urgently my dad is sick. when you call to follow up you have to wait for close to an hour, do you have airtime...NO. They just need to advise which one I they going to help me with come to think I have been their client from 2006 it makes me sick and wanna change for real this time. They can give you credit but cannot assist in times of need.