Frustrated home loan client

Even after i have complained at hello Peter and actually got someone from customer care to call me. I still don't have help from first national bank. We submitted all we needed to for our home loan but my kids continue to be stuck in an apartment while we took a home loan with this bank. They keep promising but don't deliver. We even sent emails to heads of home loan and we still don't have a response The last time I followed my query the lady who answered the phone advised that my query was put on hold because it's not market related. We make countless calls daily however we continue to be ignored. We are currently paying them for the little they have given. Meaning they are making money still out of this project but we are clearly not priority. We are extremely frustrated and don't know where to turn. They should just advise if they really want go to give us this loan or not so we can move on.