Very poor service from FNB

I have been a customer of FNB for over 20 years. As I am retiring I requested that my home loan be extended per the terms provided on the FNB website. This was March 2025. I had to beg to get a response & now nothing! They repeatedly provide an automated message that "FNB will respond within 24 hours", but nothing, nada, niks! They are either downright rude, incompetant or negligent? Why does FNB NOT respiond to a customer request? WHy does FNB not respond to numerous follow-ups? Can anyone in FNB read & maybe type a response, or do I have to move my investments elsewhere? Note that not even their customer care responds, so do not know why they bother with this at all.