FNB Homeloans there to help you? No there to ignore you!

On the 5th September, we app**** for a payment holiday on our bond due to sudden and unexpected medical expenses for my ailing elderly father who is now on hospice (end of life care). To date (27th September) no one from FNB has contacted myself or my husband about our application despite numerous calls, messages and in app chats. Today an FNB agent told me the application was declined on the 12th Sep and this was explained to my husband due to our bond being in excess. NO ONE has contacted my husband or myself at all regarding anything about this application. The lack of correspondence is unprofessional. I have been promised on so many occasions that someone would call me back! So 3 weeks on still no call back. When you ask the call centre if you can speak to a manager the answer is always that the manager is on leave! What a joke and what pathetic service. Nedbank is hounding me to move my bond to them and maybe i will just do that........