Truist Bank (formerly BB&T Bank)

I started an application with Clarice Clark to increase my current HELOC on my primary residence on May 25th 2021. It is now Jul 15, 2021 with no resolution and I still do not know if I was approved or denied a second time. I went through this process 2 years ago and have never had any issues with it. The process was fast and easy. This time around it has been very difficult, as I am constantly finding myself having to call and email for updates. The Johnson highway branch is constantly closed when I call the office and the branch knows me by name because I call so much asking for an update. In addition to this, the bank pulled my credit twice, the second time on Jun 9th for a second review of my application after it was denied the first time. I was told that this would not happen and that a pulled credit inquiry would last 30 days. I am in the process of purchasing an investment property and this did not help in any way.
I tried asking for an update last week and Clarice went on a week vacation with no updates after I explained how important it was to keep me updated on the process. I was told I would get a follow up by another branch employee and I never did. Fast forward to today, I tried calling the branch and the automated system said that the branch was closed again. I called the King of Prussia office and the employee put me on hold for so long I hung up. This whole process has been unacceptable and makes me want to take all of my business to another bank. This complaint is my last resort.