poor service from FNB

I gave birth 6 days ago. I app**** to FNB for a holiday period regarding my home loan repayment as I am not receiving my full salary. I was told I would be contacted btwn 5 - 7 days. To date I have had no response and when I called them I was told they are very busy and they will get back to me. There is also no guarantee that they can assist me. They want to send an evaluator out to my house to check that I'm not being repossessed. What kind of service is that? I have been banking with FNB for over 20 years. I have never had any bad debt or missed a payment. I am very upset about the way I have been treated. I cannot access a fax machine or computer as I am on leave. I cannot drive around with a newborn baby either.