SPECIAL Arrangements

For the past week I'm been trying to get hold of/follow up on a request I logged with the special arrangements department at FNB. I'm on maternity leave and provided all the requested documents when responding to the automated email. When I call the collections department to ask if everything was in order etc, I was told the special arrangements department is not available, they work from home with limited access and I should wait. It's been 5 days later and still no feedback since I initially provided the documents. I'm sure I pay a service fee ... for no service. First time my back has disappointed me.