FNB HOMELAONS DISSAPOINTING

I app**** for prepaid option from my FNB Home loan to access the extra funds I paid, now they are telling me that they need proofs of paid up accounts that are not even related to this home loan account. They went on to check these account numbers but they are failing to check for the paid up letters. Every year, I have an issue with FNB regarding different sections. Last year this time it was the wesbank that did not service me accordingly and I took them up to enforce service from them. GMagwaza did tried to assist but the process is not yet complete. All I need is the extra funds as my Brothers have been retrenched due to this lock down and need to improvise for their needs.