No feedback and follow through on commitments

I have been trying my utmost best to apply for a home loan from the beginning of October. It has now been 2 months and I have jumped through all of the hoops FNB have set for me. On Monday the 27th of November I sent Shenaaz Paulse the last required documents. She confirmed that this was all that was required and that she would get back to me 48 to 72 hours from then. She never did and when I followed up today her response was rude, unapologetic and kind of "I will let you know when I hear anything". I felt that she could have handled the matter much better than what she did by: 1) Apologising for not sticking to her commitments or 2) For not getting back to me within a timeframe that she committed to. 3) She could also have told me what she is doing to escalate the matter but she didn't. Pulling my hair out at the moment and tired of *** service.