Poor service/ bad attitude

I went on 08 April 2015 to n1 city fnb to change my fnb home loan debit order date to 27 th and request interest rate review on bond. The consultant complete forms and inform that it went through to fnb homeloans department. I waited for more than two and half hours to get service at the branch. The consultant told me I will get feedback after 1 week. I waited for 21 days for feedback nothing. I phoned fnb homeloans on 29 April 2015 to get feedback. The consultant from fnb homeloans said they did not any forms and put me on hold for 4 minutes to check again. He told that is wrong forms that he will email the right forms. This is poor service I did not complete this forms. The fnb consultant completed the forms I am very disappointed , because waited so long 2 half hours in the fnb branch just found out from fnb it is the wrong forms. This is totally unacceptable. Why no reply from fnb homeloans and why I have call them for feedback. People not knowing there job or I wasted my time and effort in n1 city fnb branch.I just lost trust and confidence going to the n1 city fnb branch.