FNB HOME LOAN not executing payout

My name is Bongani Robin, I app**** for FNB Home Loans to give me back a portion of the money I have paid extra on my loan. It's call Prepaid something. I was told it takes about a week to get a payout, two weeks tops.

I app**** on the 29th December 2022 and have not gotten my payout to date. After struggles with my consultant, I was told it has gone to verification where I will get a call for them to do the payout. It was not happening.

Finally I wrote to the HLdocs.co.za which were apparently the guys who were going to do the payout stating that I app**** on the 29th December 2022, it is the 18th January and I have not had the payout.

On the 19th January they did call at about 5pm, at the time I was in a taxi going home and I was not able to attend the call.

I keep calling and I keep getting told stay next to the phone, Is this the only way? Is it impossible to verify some other way in order to pay a client?

I probably sound like just a disgruntled client, they probably have a lot of clients they are dealing with. How am I supposed to trust that they care for me as the client, it is the 25th today.

I'm afraid this is making me feel like keeping my account with FNB is not good for me. We have worked together so well for so long, I wish that this could be resolved soonest.

Bongani