Home loan - Bad Service - Lost Documents - Untracable

<p>Good Day,</p> <p>On the 19 Dec 2016 i send thought a completed form to have my home loan rescheduled, i sent the email to the email address that i was given when i received the form, the email address i sent the form to is: ********** i received a ref number back to both my cell phone as well as to my email saying the email was received and will take 48 hours to resolve, the ref number on the email and sms is :HL003K7N1 , today 48 hrs later i call the homeloan dept requesting a update, i spoke to Ruth she says there is no form or email received, and she cannot pick up the ref number, she then transfered me to another person , i Spoke to Gift, he checked and again he cannot find the email, and cannot find the ref,<br />i need this resolved asap, i wasnt able to speak or to esclate my issue as i was told the manager named Jito is busy and i will get a call back, how can i get a ref number back, yet no one knows what this is for, and no trace on my form,<br />this is very bad service from FNB, <br />i want this resolved,</p>