FNB Home Loand & Claim Division- Lack of Response to Queries

FNB Claims & Home loan Division does not get back to you...I had a query and completed a recon of my homeloan account and sent the mail on the 10/12/2019- to date after many calls no response from FNB..really disappointed customer, I have my account for more than 20 years..lack of services from FNB makes me wonder whether I am using the right bank...maybe time for change.