Unacceptable Home Loan Service

I contacted FNB at end of October to ask for an increase of my term of my home loan due to the increased cost of living I'm unable to keep up these high payments. I sent through the loan term form they requested to *** on the 31st of October. To date, after endless chats on the banking app, I have not received a response or an update of the status. No customer service person can even find my form. This is unacceptable customer service in times when interest rates are high, and cost of living is high. There does not appear to be any recourse or support from banks on these matters.