Poor Service

I sent an e-mail to FNB on the 14-5-2020 reference ***@ and an e-mail was sent to me advising me that a Consultant will be in touch in the next 48 Hours. I sent another e-mail on the 19-5-2020 and got the same reply. I received an SMS on the 22-5-2020 advising that a consultant will be in touch. Mrs Lynette van Der Walt just phoned me @ 10h13 25/5/2020 but my question is why does it take FNB 11 days to raise a Credit Application that takes 5 minutes to do and then get back to it's client. I am not able to to go to my nearest FNB Branch as it is 75km away from me.