Home loan application

In the process of buying a home. I made several Call-Me-Back requests on their website over a few days, but never received a call back. I went to a branch with all my documentation and they scanned all my documents and said to mail it to the home loans department. After a few days I called to follow up on my home loan application, just to find out that there's no footprint of me applying for a home loan on their systems whatsoever. At this point I gave up and went to other banks. Then I got a call a few days later from FNB about my home loan application and whether I have been assisted yet. I told them no, along with all the steps I had taken before to apply. The employee apologised for the inconvenience and then said that he will mail all the necessary application documents to me. Till this day I haven't received any mail from them. This is just poor service - seriously.