FNB Home loan nightmare

on 2 June I made an application on the FNB app for a readvancement on my existing home loan. Ms. Pearl Jabobs is an agent assigned to my application. We have been having back and forth on emails since 2 June and to date, my application has not been finalized. She does not bother to call and explain things. she randomly sends vague emails after hours and disappears for a few days to send more vague emails. Firstly she sent me the wrong form to complete. I sent it back to her with the required documents. after a few days, I sent an email wanting to follow up on the status of the application, then she only replies telling me she needs more documents. after a day, I'm told she is on leave. Her manager Mr. Thando Made tried to assist by assigning another agent, by the name of Boitumelo Tema. Boitumelo made me complete another document because the one I completed was old. after sending it back I received SMSs saying the application was approved. last week Ms. Jacobs (assuming she's back from leave) sent me a quotation asking me to sign. I sent back a digitally signed copy, she rep**** saying they need a hand-signed copy. I signed it and sent it back to her, till today I have not heard from her. can this lady please be fired. she's really bad with customer service and I don't know how many times I begged her to call me back. this is really frustrating. There are many people looking for jobs and she's acting like she's doing us a favor.