Poor service from FNB home loan department

I have requested FNB on 27 November 2025 to conduct a rate review on my home loan. I contacted the FNB call center via my app and was advised to complete a rate review document. The document was completed and sent back to the email address as shown on the document ***.

On 2 December I called the home loan contact number to ask for feedback and whether FNB had received my completed document. The call center advisor then asked if I received an automatic reply and I stated that I did not. The call center advisor then asked me to submit the document to another email address, ***.

I then submitted the document to the other requested email address on 2 December 2025, up to now I have not received any feedback, nor have I received an automatic reply to confirm that they have received my application for rate review.

Currently I am not being given good customer service from FNB. I am being over charged for my home loan interest rate (I have received multiple better interest rate options from other financial institutions to switch my home loan with quick responses) and now FNB is not even replying to my request for a rate review.