FNB Housing Finance Extremely Poor Service

Due to unforeseen circumstances I had to cancel my new home loan/bond through FNB housing finance. I went in the Sasolburg branch 29th March 2019. After holding for 30 minutes I spoke to a consultant telephonic who assured me the cancellation would be done in 24-48 hours and a cancellation letter would be sent to me via email. Up until 05 April 2019 I had not received the cancellation letter. I then went in the branch again after holding for 20 minutes I spoke to another consultant telephonic who checked and advised me the cancellation was not done. She also informed me there was still activities on the bond as the attorneys did a registration this week after I had already sent communication as of 25th March - 29th March 2019 withdrawing from the purchase. The consultant assured me the matter will be referred to her manager as the bond was not cancelled on the requested date on the process to follow and that I would receive feedback via email by end of the day. Up until now I have not received any feedback. Please can you urgently assist. The FNB housing finance department service is extremely poor. They hardly ever take phone calls.