FNB Home Loans - Advance on Home Loan

Since 7th April 2020 till now I've been struggling to get an advance on my home loan with no feedback or joy from FNB. We are now in our 6th month, and I'm being told that it would be escalated for a month now. For 2 weeks nothing happened due to a Lydia working with it and being on leave. Then it were send to FNB Life for my mom life policy clause on disability and retrenchment cover. Last year we removed a 3rd member from my bond and it had to be registered and they waived the clause. This year different story. I've been asking for day for a manager to also call me back but no luck. Finally after a month of leaving messages and a struggle a certain Lydia finally called me back to inform me that FNB Life is rejecting the request to waive the clause. Each time I call a different consult give me a different answer. At first they said I must place her on my life policy, then they said she must take out her own and then she could not due to the cut off age being 59 and most insurers do not give that cover from the age of 60. She is turning 65 this December. So here I am basically 6 months later, still with my hands in my hair and no one bothering to call me. To me as a customer it's a slap in the face as my home loan premiums did not RD at any given time. So this is how you treat a good paying customer. I think I must take my home loan bond to another bank that is willing for their clients and knows what's going on.