FNB private banking pathetic service

I am currently on FNB's Islamic private clients plan. I have never experienced anything worse in my life. My home loan application took over 2 weeks to finalize, and as I type this, I have still received no response from them. After numerous calls and emails to my private banker(who was never available) as well as to the private client suite which (from which I received numerous automated replies) , I eventually went onto my banking app to try and get hold of someone to assist me. The response I received on FNB's private chat was that the matter will be escalated. It almost seems as if FNB employees and management ignore mails until they feel like responding. All of my complaints were ignored, and with no response, I receive automated mails informing me that my request has been concluded. I have never had my private banker respond to me timeously, and there was never a day when he answered my calls when I needed assistance. Upon calling the private suite, I am put on hold for long periods of time and the response I receive is that my private banker will revert to me soon. I feel like FNB is de*****ing people with a fancy black card and misrepresentations as to what the service actually entails in order to charge higher fees even without providing a service. How is this OK? How does the banking ombud not do anything about this?