FNB - epic fail again

I was offered the flexi option on my Homeloan as I have been paying extra on my bond for the last few years. I was told the excess amount will be available to me once the flexi-option is linked to my account. After it was linked, the available funds were R1000.00 only. I called in to query and even though my account has always been up to date I was asked to make a manual payment for the excess amount to reflect. I did the manual payment with lot's of sceptism and not surprisingly the funds still do not reflect. The Consultants now say they cannot see what was available prior to the link. So unfortunately for me - all of the amounts I have paid over and above my monthly repayment have now disappeared without a trace.