No response from FNB Homeloans division for insurance

When I app**** for my bond I took an insurance company prescribed by the bank. I am very unhappy with this insurnace company and requested to change to a new insurance provider through the homeloans division. They sent me application forms which were to be completed and returned with a quotation from my prefered provider. This process would then, according to them, be finalised in 7-14 working days. This time has passed but any request to the FNB homeloans department is being ignored. I have sent numerous complaints but other than an automated mail with a query number there is no reply or response. Pathetic.