Bond switch nightmare!!!!!!!!!!!!!!!!!!!!!!!

I made an enquiry to switch my home loan from SA Home loans to FNB in May 2018. i was contacted and started the application. I was assisted by Lerato Ratseke in your FNB housing department. Everything went fine in the beginning. I was promised that if my husband switches his salary to FNB we can qualify for the 30 year home loan which we wanted. We did everything we were told by this agent, provided all my documents, even by this time its the end of July already and we still waiting to be switched. The agent then came back to say that we cant get the 30 year because we were not FNB client's. even though she promised that if we do switch and become client's we can then qualify. Already the ****ty service started. I then told her we can only afford a certain amount when it comes to the installment, and she agreed. I then told her i wanted to take insurance with you guys as well, she agreed. upon completing the application in September, none of this information was added. I had to repeat all my requests which delayed the process even more. The installment that i was promised, the installment that we signed for and the installment that you guys have on the system is not the same. I told her that the installment on the contract is not what we agreed upon and she said its fine we should sign so long, and promised that it will not be what we will be payment for,I am disgusted by this whole process, as everything we were promised but i got nothing I wanted. I have proof on emails and there is call recordings. I have complained about this before and was promised once again it will be sorted by agent Sibanyoni Monde, however up until today i never got feedback or a call from a senior or manager or even your complaints department. Your service is really pathetic. I WANT WHAT I WAS PROMISED WHICH IS THE 30 YEAR HOME LOAN. This whole switching was a big mistake it took me 6 months of repeating myself and a whole lot of empty promises to become a FNB client. I already sent you all the emails between myself and the agents and requested for you to listen to the call recordings so that you can hear????? the pathetic service. So you can hear all the lies. But up until today ***kel RESPONSE FROM YOU. if I get no response i will be taking my case to the ombudsman for this to be reviewed. If you think I'm leaving it, i promise you I'm not. I requested for call recordings to be sent to me so that i can add it to my emails when i do take my case to the bank ombudsman. Amber - ********** 956 **********