Pathetic service

I tried to access some funds from my home loan as a medical loan and my application were deemed compliant 3 weeks ago by homeloans KYC but there in no response since. Not even a declined message whatsoever. I have sent 3 follow ups to date with no response whatsoever. I don't know if I should die first then they can respond. I stopped banking with FNB cos of such pathetic behaviour during COVID and unfortunately my bond is with them. They are not considerate at all.