Poor service

I received an offer from FNB premier via my fnb app, a month ago i sent them a reply that I am interested, I have still not heard from them. Fnb also sent me an email to update my Sars documents, I sent them that email twice but keep getting an automated response that email certain aspects are not clear, not once did I receive a call to clarify what is exactly no clear. FNB Service is very poor.