Fnb Homeloans Non-service

Been an fnb customer for 17 years. Done all my financing through fnb (Homeloan, Vechile). When i received a cash lumpsum i paid it into my homeloan account. I was told that this would be available for future use, should I need it. Did this, because it would save on interest. On the 31/08/2020 I app**** for a portion of this lumpsum and was told the turn around time was 14 days until pay out. I Had to jump through numerous "hoops". Phone at least once a day. Spoke to a different call centre agent everyday. (each with a different story. Finally on the 18th I received an sms that the transaction was approved and that a payout would be made. Followed up on 21/09/2020 and a staff member advised the transactions was with the pay out the partment. I just followed up again to find out that my final documentation was never forwarded to the correct department. This is how FNB helps their customers.