FNB helping their customers leave

We submitted an application to FNB, who I have been with for 10+ years and my husband moved over when we bought our house in 2019. Their automated reply on the application boasts about 24 hr feedback. 2 weeks later I called FNB to find out what could possibly be taking so long. Only to hear that someone should have contacted me by now, and will by the next day. I think 2/3 days Zanele S contacted us asking for another document. This was submitted and again a whole week no feedback. Called her now, 2 days after our document was submitted, she received feedback that they require additional docs, but missed it.

Not happy at all with the service we are currently receiving. 3 weeks and we've made no movement, to something that in fact SHOULD HAVE already been resolved. I convinced my husband to leave the bank he was with for 20 years, to move to FNB, and it looks like it's time for another move!