FNB ostracizes none South Africans

I have been trying to get another (after paying off) device from FNB for a while, my earlier application this year took so long to get a response from that I just gave up. I app**** for a device online, I received an unsuccessful response about criteria, I called in to inquire, I was told that I am not a South African so I must send all my documentation to smart phone enquiries, I received an electronic email stating that I will be contacted in 24 Hours, not contact made, I then called into the contact center. The lady was reluctant to assist. I explained how unhappy I was.. the she asked for my iD # and I gave her my Passport number. She then said the turn around time was 24 to 48 working hours, I said the email actually state 24 Hours not 48. I received another email for Julian that my documentation has been received and that I will be contacted in 24 to 48 Hours, this time frame also lapsed and I called into the contact center, I spoke to Zeenat, who said she or anyone else could not assist because Julian is out of office and he is the only one who could assist. I am very confused by this, does this mean that FNB will come to a stand still if one employee is out of office?! Is this really the reason why as a foreign national who has Permanent Residence in South Africa I don’t get any assistance of things take so long? And if FNB comes back and makes reference to visa’s I will know that FNB doesn’t actually look through documentation (because this has happened one too many times) I have supp**** all documents!! I would also like to put strong emphasis on the fact that I am a Permanent Resident and therefore shouldn’t be treated in such a manner!! This has happened one too many times with FNB, it is becoming a Trend!!!