FNB simply does not care about their customers

I requested a rate review on my personal loan and revolving credit plan on 1 August 2020. This request was in light of the covid19 situation and was mainly based on requesting some relief as the rate is fixed, and as customer, I don’t get any relief as a result of the interest rate decreases as per SARB. my banker responded to the request on 3 Aug and explained the situation with regards to these facilities being unsecured, but he did submit a request and provided feedback on the personal loan. Re revolving credit plan, I had no reply from FNB and followed up with a mail on 29 Aug. This is almost a full month after my initial request Banker provided feedback on 22 Sept that he is still battling with feedback from the pricing desk. This now almost two months since me initial request I then followed up on (22 Oct) re request and as per banker, no feedback has been received from credit / pricing as yet?? The turnaround time on the request is simply unacceptable. Given the covid 19 pandemic and the credit issues being experienced by many customers, its even more disturbing that FNB provides this level of service. Thinking of bringing this to the attention of the banking ombudsman which I am very sure will frown on this lack of empathy and customer care by FNB The issue is not so much whether the response to the request is positive or negative (but I was hoping it would be favourable), but on the turn around time for a simple request. I have been a customer with FNB since 1997 and this is the level of service being experienced.