Home loan advance not paying out

No service at al, I am waiting for a call from the compliance department to authenticate me before my advance on the home loan can be paid out for 3 days now. Follow ups made with the call centre, emails to the consultant who just says she dont know as well as a complaint to the fnb care email ref *** still no resolution. I am a client of fnb for more than 15 years and it appears our business is not valued or appreciated! The call centre only know one word "escalate" perhaps the culture of first time resolution should be embedded