FNB - How can we not help you!!!! Change your logo

I was helping my elderly parents who are pensioners to close off their bond account after the 20year period was over. Their bond end date was suppose to have been June 2017!!!! My parents have no extra source of income or money on hand besides their grant. My mum is semi blind and very sickly. Every single time they have been to the Phoenix Plaza branch in Durban they were always given a story about insurance going off and would have to pay around R4000 to clear the account before proceeding with cancelation and thereafter they would still have to pay lawyers fees. Since the amount was too high my parents always got disappointed and carried on with their monthly installments. This month I decided to accompany them to put an end to this. On the 5th of September I spoke to not 1 but 2 consultants via the call center for the home loan department and asked for a final settlement figure so that we could move forward with cancelation. I was assured by both that an amount of R2400 was final, and thereafter we would only need to settle with the lawyer. So we borrowed the money and paid on the same day directly after the call. After we got in touch with the lawyer she tells us she cannot move forward until we pay an amount of +-3300. They cited it again as insurance. So I go into the bank today looking for answers. The consultant told us that we would have to speak to the call center again. I asked to speak to the branch manager to atleast get some clarity on the amount only to be told in a very unsympathetic way that he can't help us. Total don't care attitude. It's our problem, and we needed to find a solution on our own. Train your managers atleast in how to deal with an angry/ upset customer. Some interest in helping us would have went a long way. We had to eventually go to a Councilor for advice to figure out how we could help ourselves. FNB is very quick to call us in when it comes time to taking out a home loan. Then we can helped inside the branch and advised accordingly. But to cancel, so unhelpful, uncaring, don't care attitude. From someone as high up as their branch manager??? And it's not as if he was busy and couldn't help us. He was helping direct people on which atm to use???? So he could have spared us a few minutes to be more helpful. FNB as already lost not 1 but 2 customers today. Since my husband was seriously considering transferring our homeloan to FNB but after today that plan is off the table. I will be very vocal in my displeasure with this corporation and their unhelpful staff.