FNB Home loans.

We have had our home loan since 2018. Now we want to take further loan they are sending us from pillar to post. Submitted the application form 28 Jan after 7 days we followed up and they told us that they didn’t get the form. We resend the form 10 days later they are telling us that something is missing my question is you are sitting with the forms and other documents you don’t have the audacity to call us and tell us something is missing we have to follow up as a customer where is customer service in that? To date we haven’t gotten any feedback as to whether we qualify for the further loan or not. We now have to follow up every fricking day. Like is that necessary?