FNB - Worst Consultants

I am really struggling to understand how FNB is voted the best company really. I app**** for the flexi option on my home loan and Miyelani Hlungwani said I should send back the documents to her. I sent her the documents on the 26th of April. Today I called requesting for an update and I am told that my request was never processed and I can't get through to Miyelani who assisted me.