Shocking service from FNB Home Loans

On Friday morning I called FNB homeloans (on hold 5 minutes) with a simple question relating to the access of excess funds (flexi) on my new Home Loan account. They told me they couldn't answer my question and put me on hold to Private Wealth, who never picked up. I tried to speak to someone on the online chat platform, that supposedly allows one to 'chat' with one's team of bankers. I was placed 1064 in the queue. They finally responded after 2 hours, without answering my question, and told me to contact home loans again, on a number that didn't work. Eventually they called me, and put me on hold again to homeloans. I was on hold for 15 minutes before they picked up, and again couldn't provide an answer. they transferred me to private wealth, and I was placed on hold for a further 15 minutes. When they finally responded, they could only answer my question partially, and said my private banker would call to provide further details. I'm still waiting 2 business days later. I sent an email to premier on Friday afternoon, asking to resolve this immediately. Still nothing. Running total of time on hold on the phone: 1 hour. I've messaged their complaints department today, lets see how that goes.

I'm not sure if they are under staffed, dealing with a crisis, or just don't care, but the lack of knowledge in the staff of ALL 3 departments, the queuing, being placed indefinitely on hold and the apathy over the situation is infuriating. I'm regretting choosing to take on my home loan with them.