No Service / No Feedback

My husband and me have a home loan with FNB since November last year. For over 3 months I am trying to get the bond changed into a Flexibond. We full fill all requirements besides that I don't have an ID yet (which is in progress with Department of Homeaffairs for over 1 year). I have submitted all papers and explained my situation. I have my FNB account for over 5 years, I always paid my responsibilities in time and have no debts. In December we received a call from one of the managers of the Home loan department telling us that I should get a letter from department of home affairs to state that my ID is in progress and confirming my ID number. I got the letter and have sent it to FNB in January - and be told again that they not continue with my application without an ID book. Its pathetic to listen to the FNB advertising - how can a company spend so much money in advertising their customer service and the delivery of this service is zero??? I have requested several times that I am getting a call from a manager to sort out the matter - nothing happened! I also have sent a message as a premium customer via the banking page = no feedback either....