Pre-approved Offer and Quote for Personal Loan Complaint

Good day, I am a FNB Private Wealth Client and the FNB App advertised that I was being offered a Personal Loan this morning, after considering it and logging back in I app**** for the offer presented and was given the key definitions, pre-agreement quote etc. which I was reading through to accept as I would like to consolidate debt and have emergency medical and car expenses I need to sort out. I was very happy with the offer as it came at the perfect time. However, I was about to accept the offer but very unfortunately pressed the wrong button which kicked me out of the FNB app, when I re-entered the offer and quote had disappeared. I contacted your service suite who told me to contact the loans department, they hung up on my first attempt after waiting for 20 minutes for a banker to assist me. I called again and was told to call another number. I did and the banker that answered told me the quote was not received on FNB's side (for some reason?) and told me to contact the sales department, which I did and again they hung up on me after taking down my ID number and went to check my account. I again contacted your service suite expressing my frustration as I had now spent my entire morning trying to resolve the issue. They told me it had been escalated to my private banker who has not called me back. I have spent my entire day trying to resolve this now so I can access my quote and accept it, as I was about to do this morning. When I try to apply the offer is no longer there. I have no idea what is going on and would very much appreciate if the quote could be sent to me for acceptance. Please can someone help me as I am understandably upset, especially after being a longstanding client with FNB and am in need of assistance right now. Thank you, Kind regards, Robyn Simpson