FNB Home loan READVANCE

What pathetic experience from my bank. This is now the 2nd time my bank has a problem giving me a bond. What I don't understand is that another bank is prepared to do this, but not my own bank who I have been with for 17 years. It is to the point that I have to upgrade to private banking in the hope of receiving assistance. I have made calls, messaged and emails and NO ONE has the decency of contacting me and sorting the matter. Very disappointed.