FNB AVOIDING PROVIDING STATEMETNS TO MY HOME LOAN ACCOUNT FOR 11 YRS

I need help from anyone at this point. FNB Home loans is auctioning my house in October 2021. MY HOUSE which I have been paying for, for more than 11 years. I went through some financial difficulties but still continued paying what I could. I have always made arrangements with FNB, by arrangement I mean, paying my bond in full and then arranging with them additional payment for the arrears. I have been paying each and every month more than I could, and some months making additional payments with extra money I had towards the arrears. So to clarify this, my Bond has been paid every month. Myself and my wife have phoned/emailed and gone into various branches to obtain a statement, to see how the funds was being app**** and why the arrears kept on growing. As we have not in 11 years received one statement from FNB for our home loan. We did not receive any notice to say that our house will be going on auction. Is this even legal? I had a home loan Sales consultant Riaan Mohammed working at FNB sending me this very unprofessional response when I mailed him and explained what my arrangement was with FNB, his response was, "We acknowledge your arrangement, however this does not cater much towards the arrears of (x-amount)". So correct me if I am wrong, if I made an arrangement with FNB, how do they (without my knowledge) just decide it does not "cater" to them anymore? what is the point of an arrangement? This all without being able to provide me with a statement!? Now my house is being put up for auction!? No one is getting back to me regarding providing me with a statement????? I feel FNB should change their slogan from "how can we help" to "we don't care, but give us your money". Because they sure as hell don't care for their customers.