Poor communication related to my request for interest rate review

Good day

Its been 20days since i sent a request to fnb home loan to review my current interest rate, however i have not received any constructive response on whether my request will be granted nor have they provided me with a time frame which it takes for this process to be completed. I have filled in and sent through the form which they require and i have also sent to folllow up emails, which have not yet been attended to.

As a client who meets the requirements for a rate review, i think FNB could atleast let me know how far they are with my request.