No sense of urgency!

I was under debt review and sent my clearance certificate to FNB who responded by saying I needed to send through a 17.7 form which I did. They then asked for another 17.7 form which was issued by the new DC which I sent. I contacted them to advise them that I am applying for cat finance and had been approved by all other banks but would like to stay with my own bank. The ladies I spoke to said my query was on a queue and they would attend to it when they get to it I said I would then go with a other bank then and they responded saying "is there anything else I can assist with you with"... Is it not important to keep your clients? I was shocked at the lack of assistance!