Fnb home loan, disappointed 😞

I submitted my application on the 30th of November to get my Flexi facility activated on my home loan. I got an email from Shantel Erasmus on the 21st of December requesting more documents. Fair enough. Does it take 21 days for FNB to read the client's email. Until today is still not done. Got an email from Shantel on the 21st acknowledging that she has received my documents. I called the call center on the 24th looking for any feedback. I was told that they called my partner couldn't get hold of him. I asked my partner he said he didn't get any call from the bank. Which 1 is this now.