Unfocused service response after solar kit finance enquiry through FNB

This bad service story has two parts. I initially enquired through the FNB app private messenger who within FNB would deal with questions around a solar install loan. I was given a number for FNB Loans and that department immediately put me through to FNB Homeloans. I waited in the queue for about 15 minutes and when an agent did answer and I told him my query, he immediately put BACK INTO THE SAME QUEUE again! The second agent then gave me the email address *** to contact. The whole saga took about 30 minutes. Why wasn't I given this address in the first place? On the 6th of March, I emailed pleasehelpme and got a reply from *** on the 7th of March asking for my home loan account number or whether I had a bond-free property. I rep**** within 3 hours and had no response by the 9th of March at 16:00. I then asked for a follow-up. Within 20 minutes I got a reply asking if I wanted a first bond or a personal loan. I rep**** within 15 minutes explaining that I wanted to know the terms and conditions of BOTH. After no further response, I again followed up on the 10th of March at 15:00. This morning at 07:45 I got an email from a Molatelo Maake asking for all the details related to buying a completely new property (title deed, etc). THIS IS AFTER I MADE IT COMPLETELY CLEAR WHAT I WANTED TO KNOW PREVIOUSLY AND THAT I HAVE A FULLY PAID-UP BOND AND THAT FNB STILL HAS THE TITLE DEEDS. I WANT TO KNOW THE DETAILS AROUND A PERSONAL VERSUS BOND LOAN FOR SOLAR. I'M NOT BUYING A NEW HOUSE! HOW UNFOCUSSED CAN YOU GET? Honestly, this is worse than dealing with some government departments. Please can I have my questions answered?