FNB - INCOMPENTENT AND SHREWED

I am again having a problem with FNB and they are truly the worst bank ever. I called them last a couple of weeks ago about 11 OCT 2019 to ask them to lodge a notice for my intention to cancel my bond as I am moving over to Standardbank, the Lady who I spoke to on the phone said that she will put it as a note on the system, but she said she could not access something on her side but had confirmed with me that it had been noted on the system. Now I have called them about 2 and a half weeks later to give me a reference of this and they say it has not been noted on the system. Also they have said they cannot put a notice on for intention of cancellation as I have one FICA document outstanding. And this document I must add can only be obtained directly from the bank as it s a beneficiary of the TRUST that I am not in contact with and they will not furnish me with such personal information(ID and address). So now I cannot do anything, FNB are using delaying tactics to as to penalise me by taking the 3 months penalty from me and using this as an excuse. I cannot accept how pathetic a bank can be to try and use this to ***** money from individuals.