FNB Home Loans not communicating

I recently app**** for further funds on my existing home loan. I app**** for an amount, and after some up and down communication, I received approval for an amount. The amount is less than what I app**** for and upon asking the consultant, he explained but I don't understand his very short explanation. After contacting Hendricks, Neil the consultant on the number on his email - *** on numerous occasions he is never available on this line. Also I have sent him some emails he has not returned any? This is not the service I would expect. The one time he said he tried calling me (this he said on email) but on that day I had not one missed call on my phone?? All I need is someone to professionally explain what they have approved for my application and why? This is very straight forward and I want to move on.