Fnb home loans

I'm not happy with fnb homeloans. In November 2023 I asked them to add my wife's details on my existing home loan account and they never did. In January 2024 I asked them again and sent all required documents and they never responded. Today I used their so called 'secure chat' and was assisted by different people: Michelle, Nono and others. They also failed to help me. They asked for my cellphone number and said my device is not verified. They sent me steps of how to verify my device and I did that. They later told me that I should pay R300.00 in order for my device to be verified. I'm so disappointed in you guys. I've never experienced a pathetic service like this one.