Disappointed by Private Banker and Home loans

After having been a loyal customer for a number of years, I have been messed around by the homeloan department and private banking. I requested for a banking holiday for 2-3 months and was not interested in their COVID-19 relief scheme, which I personally think is a trap scheme for many. Fnb you guys disappointed me, especially for what I'm paying. The private banker did not assist promptly and has resulted in a number of issues on my accounts. I then requested whether I could draw funds from my homeloan to cover my credit facility and after having put an 80% deposit on my homeloan you reverted to the capital amount from which I can only draw 40k.. Wow.. Why don't I have access to the 20% deposit that was outlayed..