Flexi Reserve - Jumping through hoops

What a joke dealing with ABSA homeloans is. Trying to open my FlexiReserve account so that i can access the excess money i have been paying into my bond. Ive been into 2 branches and made endless calls to both Homeloans and Vetting, neither claiming responsibility. Each time im told i need to provide something else. My next step is to move my bond across to FNB. How can they make it so difficult to access the excess money that is in my bond that they have acknowledged i have a right to draw out?