When did your service go out the back door? POOR!!!

Impossible to get an update on a Home Loan Application for more than 10 Business Days now. Submitted early in Dec and to date, I have had no joy with the sales consultant. She was quick to ask that I put her name in the application for commission but since then the service has been below zero! No acknowledgment of emails, no responses...tried for more than an hour now to get hold of her or her supervisor, another failed attempt. Should I look for another bank after almost 15 years?