Disappointed client

Ive been with FNB for more than 20 years..I have issues with my home loan account which does not get resolved ive tried to do endor*****t and remove ex_partner from the home loan because im the one paying it off .However its been an issues for more than 5 years attorneys has been paid.. However on Saturday ive decided to settlement my home loan in full..I went to the branch they advised there is a hold on the home loan they can't help.Like when does the issues stop why cant one service be hassle free with FNB..my second concern is ive been paying more than my instalment amount for years..the agreement amount is way more than what ive paid so far. property's amount was 500 000 however ive paid more than the agreed amount .the home loan does not get reduced at all!its such a frustrating way to do business with FNB I need someone to resolved this as soon as possible !please!i need to understand why did i pay so much for the bond?and why cant i settle it in full