FNB home loan's terrible service

I have been trying to get a re-advance from FNB Home loans for two properties for over 8 months now. We resent them the files again in March. They keep losing the documentation, and do not contact us to inform us there is a problem. Just called their call centre again. They've completely lost the one claim - it's not even on their system. And the other was rejected due to insufficient documentation. This after their head consultant has assured us. I have had to borrow money to make repairs to the one property, and at this rate I will have to do the same for the other.