Fnb home loan service really sucks. Do they have 2 employees or our calls are ignored?

Here you must Load R500 worth of airtime in order to get through only to be told that you will be called back and hence no one bothers to call you back. I have a home loan issue that i called in in the morning... I had to hold until they answered after 10 minutes and kept telling me to hold in the middle of the call. My query was aparently escalated and was told to expect a call atleast before 14h00 and as im tryping its 14h48 and no one has gotten back to me. I've been on hold now for over 12 minutes and no one is answering ag