Bad Service

I’m so disappointed with FNB Home Loans, I’ve been paying and never miss any payment in fact I paid extra every month and now I’m extending my house I need some cash decided to put a request for that extra money to be paid back to me I never thought it will be this difficult to do that, 1st time I phoned it was on the 22nd July a lady sent me a prepaid request form I filled it and sent it back same day and waited for more than a week I then decided to do a follow up on the 27th July, and I was told I was supposed to use Ref number when sending Docs which I was not given one, fine I got Ref number I sent Docs again on the 27th July its almost three weeks now waiting I keep doing follow up’s and all I get is that my complain is going to be escalated in all that no one is phoning me or any other form of communication, What must I do to get service from FNB Home Loans or I should consider a different Bank?