Terrible Service from FNB Home loan Dept

I have been a FNB client of FNB for a very long time and all our accounts including our home load is with them. However, this apparently does not qualify you to receive ANY call from a representative from the Home loan department. We app**** for a future use amount and received quote, which accepted. I received a call from the home loan dept on Monday 6 July to confirm that the amount (as per quote accepted) will be transferred today. Transfer was made, but the amount paid was not the same as amount quote or confirmed via phone call.

So, my husband spent time trying to call the home loan dept and was put through from one person to the next and also had a calls that were cut off. He did eventually get through but was given some script written answer that still does not explain the discrepancy. I have this morning been trying from my side, but also was put through to different dept and then called *** and selected option 2 as requested - No luck, the line just goes dead and nobody answers. So, being a premier banker, I turned my "team of bankers" as advertised - what a joke. I explained my situation in a "live chat" and requested that someone from the home loan dept please contact me. I received a clearly scripted response from Zamokuhle, stating that he can not request a callback and that I must contact them. I was still busy typing a response when I received another message (3min after previous message received) from Zamokuhle ending the chat because a response was not received from me.

Is this the type of service we as clients of FNB is expected to be happy with when every month its service fee chargers, account charges, interest charges and charges for almost all services offered via the FNB app. However when feedback is required from them, you have to deplete you airtime by holding on and being transferred from dept to the next and STILL the problem is not solved???