FNB - Home Loan Benefit Schedule

I have now been logging the same query multiple times without success.

I have logged a query regarding adjustments to my interest rates on my home loan as per my original benefit schedule, that if I adhere to certain pre-requisites my interest rate will be lowered - all of which I adhered to since inception of the Home Loan more than 3 years ago.

I have logged this query on the following methods: - Telephonically - Email - Online

Telephone I keep getting cut off or transferred to different another person - and therefore keep getting the runaround

Email I get responses only once I call to request feedback - as for some reason FNB can't send me emails anymore - I haven't received such communication from FNB (which is not incontact / marketing material) since December 2019. These responses still don't address my query as it seems no-one understands my query.

Online, it says resolved, and yet - it isn't resolved. When I phoned they yet again transferred me to a different line, which after being on hold for 20 minutes does not get answered.

I need this query addressed by a person who understands that the interest rate needs to be adjusted downwards, and who will read the benefit schedule correctly. I need someone who will be able to sit with the Benefit schedule in front of them - who will talk with me at the same time, and agree that FNB must adjust the interest rate downwards.

TAKE NOTE: if you try to call me from a VOIP number you will not get through, as Vodacom has taken it upon themselves to block my phone from receiving VOIP calls since the commencement of the Lockdown.