Poor service

Some of the consultant are not competed at FNB loan department. I app**** for payment relief through my app then iwas approved. What was confusing me was pre agreement .then I phoned I spoke to Nondumiso.maphanga.she requested a screenshot of the pre agreement form. I emailed it to her. She escalated the matter. She phoned me trying to explain so I was not clear about her explanation she was supposed to find out from her senior but we didn't finish my line wasn't good. I tried to call back. I got mpho who said he will write an email to her to call me back. But I didn't get anycall.i have 5 working days to accept the agreements. I wrote an email to complaints department. Ref ***. Yesterday I was phone by shenaillele not sure about spelling. She explained to me I had some questions because the pre agreements was including all my products with FNB. I told her I only need assistance with my loan because the installment is high.she was going to escalate the matter then her promise was to email me after escalating the matter of phone me to my suprise she didn't. I had to phone then I got the lady who said she will write an email to her because there is no straight line. Now i don't know what is going in since I started the matter on Thursday. Worried about time frame to accept the agreements. So disaaponted about the service we are in crucial time we need to sort our finance. But you find people who will left you hanging without getting help.