FNB customer service now Pathetic (to put it politely)

They have gone from being one of the best banks to pathetic with regards to customer service, we have submitted documents for a loan application, followed up only to be told that the application was closed, when you ask why they say they did not receive documents only to be proven wrong and they you are told you have to re-submit everything. It has since been another week of my husband trying to get someone to answer the phone to find out how far the application process is now, the only thing you ever hear is a lame excuse of high call volume........