Trouble getting forms out of them

I received a SMS from FNB stating that the term for my fixed interest rate on my home loan was about to expire, and that they send me certain forms via the postal service to complete. To date I haven't received anything which is no surprise - postal delivery in my suburb is at best *****. This morning I phoned FNB housing finance and asked them to send me the forms via email. What a frustrating phone call, they had no clue what I was talking about, nor did they ever ask my details to check the validity of my query. All I got was a very bored consultant reading the same piece over and over to me no matter how many times I tried to ask for the forms. This is not the customer service I've grown accustomed to when dealing with FNB. I spoke to Peter Pitso at 08:24AM this morning. Please all I ask is the chance to renew the fixed interest rate on my home loan before the current term expires.