FNB Home Loans - you need patience if you want service

I had a simple query that took 3 days to answer ONLY after I escalated it to FNB Care. However, even with FNB Care the HL specialist still referred the query to the HL sales person who was ignoring me. I would have expected the HL specialist to step up and answer the query as she was involved in all my emails since I first raised the query. But no accountability or desire to assist, instead she just asked the sales person to respond. I asked FNB Care for a different team but they didnt even answer or oblige. This week I had a follow-up query 2 days ago. That sales person has read the email yesterday and until now has still not responded. This are the calibre of service we get. He still doesnt care. And it is a waste to go to FNB Care as clearly they cannot get people to take true accountability