FNB Customer service is Terrible

It looks like FNB only has automated responses. I requested a letter regarding my personal loan on the 28th of August, and the automated response said they will contact me within 3 days. It has now been 6 business days and all my emails are left unanswered. I tried calling but since I dont have unlimited call time, holding on for a consultant also takes forever costing me airtime.

The letter is urgent, but FNB has no time to contact their customers.