Upsetting service

I don't know if you will receive this because I was told that there is no query on system that I sent through. I sent a query over 3 weeks ago with regards to me loans and I got a response I think a week later and it wasn't the response I wanted because it was evident that the person didn't even read what the query was about. I then sent 2 other emails and still no response. I'm sitting here and I do not have money to pay my rent or transportation money for me to go to work. Due to the floods in Durban I can't make a contribution for at least 3 months because of the condition my family is living in so I wanted for my loans to be combined and put a hold on my loan until until the payment date of the 25th of July. I utterly disgusted and disappointed in the service I have received from fnb,I have wasted 20 mins of my time and airtime calling about something that was supposed to be attended to weeks ago, the managers there can't help me and this has pushed me into a realization that fnb maybe isn't the bank for me of I'm being treated like this in my time of need,If you have a look at my record,I've always paid my loans in full and in time and when I'm in this situation it seems like I'm just being left to figure things out on my own.