Stuck in the past

I contacted FNB homeloans for finance via their Email (as per their invitation on their website). I was told I cannot apply via Email and was given the number of their contact centre for what I supposed would be a verbal application process. After waiting for about 5 minutes for my call to be answered I left them a message to call me back at a time that would be convenient for them. I was never called. Seems like contrary to popular belief FNB is still stuck in the 1990's "stand in the queue at a branch" mentality.