Still waiting for call from FNB Home Loans

I have app**** for a bond which was accepted. We sent our Sanlam life insurance policies to FNB start of Feb 2018, now our transfer attorneys want to lodge but FNB life has still not approved our life insurance. After 9 phone calls and no help from the Home Loans call center we are still waiting.

In addition, each time I call, the call center agents are always so loud and laughing in the background which makes it so hard to hear what the call center agent says. I have also been given wrong information 2 twice, once even telling me it was approved only to call again later that the agent gave me the wrong info.

This morning I called, and the agent told me that their team leader will call me back...Im still waiting.

I have kept a log of all my calls to provide to the ombudsman.

I am getting tired of waiting and we needed this to be done last week so that our clearance certificate does not expire and we dont end up paying occupational rent.

Why can we not be put through directly to FNB life and speak to the person there?!?!?! Why must I speak to Home Loans who have no idea what is happening?!?!?

If I end up paying occupational rent or need to pay again for an clearance certificate, I will ensure that FNB covers these costs.