FNB no response home loans consultants

Last week in 25/03/2020 I first went the FNB branch in my area, wanting to make payment arrangements for my home loans this month. The customer service lady stopped me at the door to get me to the right department. I explained that I wanted to make payment arrangements for my home loan with FNB, to which she advised me that all home consultants were working from home and gave a telephone number and email to get in contact with them. Got home called, no assistance as I was hanging on for a great 10 minutes. Next best thing was the email, which I sent to make the arrangements, and an automated reply came through saying I will be assisted within 4 working days. It has now been the 4th working day and no response, but FNB sending me texts about penalties etc. Why do you give alternative contacts when no reply is given, and I can’t even access these consultants at the branches as the consultant advised me, and I quote “ they’re all working from home already” I really hoped for better service than the previous times, which is another story altogether. I will switch to another bank after this, I’ve experienced too much unnecessary stress with this bank, because as they say, you are just a number.