FNB Home Loan Appalling Service

I have been with FNB for a very long time and treatment at home loan division is appalling. I have recently opened a new bond account and I have requested for the initiation fee to be included on my bond. Now I transferred some extra funds to the bond account so I can pay my child's school fees and they automatically took a portion of that money and now I am not able to pay fees. FNB home loan, please refund my money or I will have to move all my accounts