No assistance from bank

We have app**** for a home loan with our bank, FNB. We understand that response can be expected within 5 days, however we do not have that time. We went into our branch and all they could do is put us through to their very unhelpful call centre even though we explained our situation they insisted on the 5 day waiting period. No effort or willingness to assist. We app**** at another bank and received final grant and quote within a day. But we would like to go with our own bank but they cannot assist. I went into the branch this morning to speak to the manager but instead they referred me back to the call centre. I lodged this complaint with their complaints section but yet we have to wait another 2 days for response. It seems that there are absolutely no way that FNB can help us.