FNB Home-loans could not be bothered

I have a prepaid facility with FNB homeloans. I have had a prepaid balance since the inception of my bond. This month, however, on the 23 September, I suddenly have a R available balance.

When I call in to query ( Zanele Mkwanyana was assisting me) it I am told that my money has not cleared, this is money that was deposited into the account on 23 Sept - why has the balance not cleared on the 29 Sept.

I made another payment on the 26th (FNB to FNB), which is also not available to me. According to her FNB policy is that it can take up to 7 working days for the money to clear. according to the FNB website, it takes a maximum of 2 working days from an FNB to FNB account to clear. https://www.fnb.co.za/downloads/online-banking-documentation/OB-ZA-Pay-Cut-Off-Times.pdf I was told that the 7 days is in my agreement, I have read and reread my agreement, nowhere is 7 working days for clearance mentioned.

Furthermore, I had a prepaid balance before the 23rd Sept - that amount is also unavailable. Zanele was very quick to interject and rudely tell me that the amount is available but i just can not access it - that to me equates to unavailable, and on my side my available balance on the website is R0.

I desperately need my money. I have never defaulted on my account and have always had a prepaid balance. I do not understand why FNB would be so cruel and not make my balance unavailable.

Because of this experience I am shutting down my FNB homeloan and transferring it to another bank, I will also be closing down ALL my banking accounts with FNB.

I am grossly disappointed.