FNB Homeloans is the WORST of the WORST

My husband and I have been FNB homeloan clients since 2014, we have never missed a payment, in fact we paid more than the required amount for a while. We app**** for additional finance (pre-paid maximum amount) on 01/03/2021 and was assisted by Molatelo Maake (who is wonderful by the way) and was advised that the process takes 5 days, up until today we are still waiting for this funds. They have never reached out to us and I have been making numerous phonecalls and are told its at payouts department and we will be contacted for over a week. When we call the agents sound like they are annoyed when I question this. This is absolutely shocking treatment but when time for deductions, they never miss a beat!! This process has just been **********!! Obviously we wouldnt have app**** for this funds if we didnt need it. I just want to cancel this and go with a different financial provider for our bond. Prior to this experience I always praised this bank, my opinion has since changed. Its sickening that we pay for this "SERVICE"