5 Month Process and counting

I have requested re-advance on my existing home load.

My first communication with FNB to enable refinancing started on the 18th of August. So I was given incorrect info from the start which I only found out after numerous conversations with FNB. My current home loan account is a One Account. I was first told that my One Account would be fully migrated automatically by the end of September, and that I'll be able to apply for re-advance once done.

After following up at the end of September I was told that it was not an automated process, but that I had to submit a request for my account to be migrated. The only way to do this is via email, there is no other means of communication.

I started the process by emailing *** on the 21st of September, and submitted all documents they required. After quite a lengthy process where I had to continuously follow up I finally received approval on the 12th of November pending a home valuation. Finally was contacted by the attorneys handling the transfer on the 2nd of December.

The next frustration was around discrepancies around the address of the property. It would appear depending which department needs to do their bit next has a different address for the property, where I need to resend proof of the correct address. I was told that the final address correction was made on the Credit Department's system today the 28th of January, so now the attorneys are waiting for final approval to continue.

We have entered the 6th month from the time I started this process, which surely is unacceptable. It appears that there is not one single person who takes ownership of this process, and I'm the only one trying to drive this, which is quite difficult as I can only do it via email which is not always answered.

My only request is for assistance to complete this process, and not having to wait another 5 - 6 months for the actual conversion from One Account to FNB Home loans.

Awaiting your reply.