FNB homeloans poor service

I mailed FNB homeloans on 01/02/2018 for a special arrangement on my homeloan, I recieved a automated response that someone will assist me within the next 4 working days. But nobody got back to me, I mailed FNB again on 07/02/2018 for someone to pls assist me & Valma Crowley responded that "I will be contacted shortly" 2 days went by & nobody contacted me & I mailed Valma again on 09/02/2018 & she just responded again that "I will be contacted shortly" but nobody has contacted me agaian. I told Valma Crowley that I will escalate this matter if I'm not assisted, but she just ignored my mail. Can someone pls get back to me as to what is happening on my application