Poor service

I have made an application to Fnb home loan to access additional funds I made on my home loan. However, I'm taken from pillar to post. All documents which were requested from me, have been submitted ( Payslip, proof of address, debt review clearances and bank statements). To this day I haven't been assisted. FNB : Home Loan Ref *** . I was told via small that Bernice Ryan is processing my application, but no communication from this person. Poor service!!!!