FNB communication skills shocking!!

On 18 December 2020 I completed forms to apply for an additional amount on my bond. On 11 January 2021 I finally received a rejection reply due to not earning enough according to the system. Firstly FNB's motto is "How can we help you?" I certainly don't feel a SYSTEM can see who I am, or what my track record is. You are not permitted to call anyone in FNB to ask questions, you can only email them and then request a call, this must be done numerous times before you actually get a response. Then the response is, send us an email with your story and we will pass it onto the manager. Then the process starts all over again BEGGING via email for a response. This is totally unacceptable, especially when I have done my homework, never defaulted on a payment, have life insurance that covers the loan amount over 100 times, plus half the value of the property will cover the amount. FNB is this how you help people, especially your clients who have been with you for over 30 years???