Fnb homeloans can't help me on my funds

So I have a homeloan with fnb which I'm paying an extra money on installment,I emailed fnb for refund form which I received and send it back to them,till now nobody has communicated with me until I phoned,which I'm told I don't have funds available whereas each month I'm paying extra 700 for my bond,I really need tht money I don't want to take a loan whereas I have funds that are available,my ID is *** I'm tired of calling fnb homeloans the whole day please help my number is ***