Poor communication and long Homeloan process

Been dealing with Randall Adams from FNB Homeloans for my current bond re-registration. Unfortunately not good at communicating and yet he is in a customer facing position. He tends to "ghost" me when he doesn't have any news to provide and a process that he initially indicated should have taken 4 days is now more than 6 weeks long(NB: I have also delayed this process for about 13 working days or so). He makes a good case as to why FNB should go with automation. Your homeloan process entails me taking time off from work to print and sign documents. (i've had to do this 3 times already) and yet everyone is meant to go paperless. As yet i am still waiting for him to come back to me around the finality of my homeloan. For the 3rd time since this application, he did not take my call yesterday afternoon nor did he acknowledge receiving it by return mail, phonecall or whatsapp.