FNB poor service

I am appalled at the poor customer service from FNB home loans. I contacted FNB home loans with regards to a further loan. The consultant informed me that since it is an existing loan,there would not be any costs incurred. She emailed me the documents. After completing and emailing the documents FNB went completely silent. I have not received any phone calls to date from the consultant appointed to deal with my loan. Emails were sent updating me, I called a few times leaving messages so I can get more clarity on the process, but there has been no response. After two weeks I receive an email that the loan is approved and the attorney will contact me. Still no human contact. The most disappointing aspect is the the exorbitant interest rate increase that FNB has attached to my new loan. I keep reading on social media how FNB intends on helping the community, the most recent is the millions of rands offered to a winner who has been vaccinated. My wife and I have been clients of FNB for many years now, our entire finances are managed through FNB, never defaulted on any payments and have been loyal to the FNB even during the recent difficult covid 19 period. This is how FNB treats its loyal clients, FNB milks it loyal clients so it can look good on social media. This is unacceptable. Capitec is offering new clients a prime interest rate on a home loan, whereas an established client without any defaults is being ******ed by FNB. Be wary when dealing with FNB. Please not I am also vaccinated