Customer Service that SUCKS

I have app**** for changes to be made to my home loan account and what I was told would take 3-5 days to resolve has now gone over to ten days. They have no empathy when I tell them how important this is for me. Bernice Ryan was the consultant dealing with me and has failed to return with updates that she promised. On Friday I called her, after she failed to call me back on Thursday afternoon. I then spoke to a guy named Lihle, who at one point put me on hold for 9 minutes. I called him from my cell phone! He was not able to help and gave me no closure besides telling that he sent Bernice an email, which I requested that he send. All the staff I called gave me different variations on the product that I chose and has left me very frustrated. I am a long time client with FNB and I can say that this is a bank that does not live up to their slogan. Their Supervisors are impossible to get hold of. I went to their branch in the Cornubia Centre on Thursday and there was only one person consulting, who, through no fault of hers, could do little to help with Home Loans.

FNB, WILL YOU PLEASE LIVE UP TO YOUR SLOGAN AND ACTUALLY HELP ME?