FNB disgusting service-Home loan cancellation

I am beyond disgusted with the level of service FNB is providing me with upon cancelling my home loan with them. I cancelled my homeloan with FNB beginning of February, on the 14th of February I received a cancellation document informing me that I have saved R17122 on early termination fees. I called them to find out what this means and I was told that the termination fees have been waived and wont be charged on them and I was sent a cancellation pack explaining everything, well and good.

I then received an Initial Instruction from Wisani Baloyi attorneys (Cancellation attorneys appointed by FNB) the instruction had the financial breakdown of the outstanding balances, services fees etc. Only to find that the 'Early termination fee' of R17122 which FNB confirmed that it has been waived is now included. I contacted Wisani attorneys and they told me that I must take it up with FNB as they are the ones that generate those fees. I called FNB and spoke to a banker called Nozibele Mdima and she once again informed me that supposedly the early termination fees are waived and are supposed to be zero. Wisani attorneys requested now a 3rd amendment of the instruction and FNB decreased the fees to R14669 and I am being taken from pillar to post with no answers as to why my issue cannot be escalated and be dealt with by someone that has proper product knowledge. I am beyond angry with this because FNB is a big institution to be running business like a ****a shop! and ive been nothing but a loyal client to FNB since I was a kid to be treated like this as a loyal cusytomer! I demand my matter to be escalated with a matter or urgency.