FNB further lending on Homeloan

it is very disturbing how I am battling to get someone at FNB to assist me with further lending an amount on my FNB home loan account, I have started this process in the beginning of November. first the e-mail they gave me was not in use any more. I kept phoning and went to the branch and sent e-mails again to several e-mail addresses. still I have not been assisted. they aperantly assigned a consultant to my request and she has not been responding since the 28th of November, I phoned 3 times now, send follow up emails and yet here we are. just had another call where I requested to speak to management and the phone just went dead! this is unacceptable.