FNB Premium Private Clients means nothing to FNB

Both my wife and I are "Premium Private Clients" and have been banking with FNB for more than 20 years. We have had several home loans, overdrafts, loans and credit cards. Six years ago, when we purchased our last property, we app**** for a Flexi Bond so that we could do some alterations and were asked to wait six months and it would be approved. We duly spent the money on Credit cards and when we approached them for the approval, it was declined. So, we had to deal with a huge credit card debt. This carried on for six years of denial of the Flexi Bond. Now that we want to pay in extra money into our existing bond and applying for the same facility, we are being shoved from pillar to post and every time I make an enquiry on progress, I am informed that further documentation is required, and the latest is copies of our ID documents. We have been clients for more 20 years and FNB require a copy of ID to process a Flexi bond application???????? All we want is the facility to put additional funds into our bond. Where to from here?