FNB Homeloans Devision is Terrible

We have requested a further homeloan application from FNB, after all documents were submitted and I spesifically asked that the plans I need to email be the approved plans or the soft copy FNB says the soft copy is fine. FNB responds 2 days later that they need approved plans and not plans on a softcopy as was discussed before. We then emailed the plans to them the same day and now comms from FNB is terrible and our whole building process is delayed. After continually following up the response is everyone is busy and FNB is short staffed??? Really??? I think FNB is to sure of its clients and dont CARE.