FNB homeloan

Good day, I did fill in a fnb form to request reduction in mo thly payment on the 13th May 2024, Friday the 17th May 2024,constultant called my wife that the recapitalization will be completed Tuesday the 21st May 2024. Today the 22nd May the process is not yet completed and when I contact FNB homeloan via secure chat they say the process is still in progress. The request is already out of their SLA of 5 to 7 business days but it is not yet completed.