FNB - poor customer service yet again

I have a FNB home loan but I am not an FNB account holder. Therefore I cannot apply for Covid relief on the app. One of your Verulam branch staff assisted me by sending the appropriate documentation to ***. That was on 28 April. I have tried to follow up since then with no joy. No one has contacted me even via email. I tried to leave a message on the Home Loan answering service but the mailbox is full. If I do get through to a consultant they just transfer me to someone else. I NEED TO KNOW IF MY APPLICATION IS BEING PROCESSED.