FNB service advisors unhelpful and rude. The service is abysmal. Do not use FNB. I beg you.

Honestly the worst bank I have dealt with. My home loan is with FNB and when I asked them to match the rate given to me by another bank they did but went and changed it without asking me if I accept the change or not. I merely asked if they can match it. How can a bank just go change things without my consent?? I am on the Bank’s Mortgage Rate assistance program which caps my rate if the interest rises. If you get a better rate from FNB they take this away because they are full nonsense and scheming and want to benefit from your financial hardship. They also did not tell me when I first took this home loan that I could fix the rate. SO when I asked now after 2 years they say I ca but then explain in a way that is confusing to me as a person who does not understand finance terms well. I asked for a simple explanation and a phone call and Adele the agent dealing with me made me feel as I was asking too much and as though she already did a good job of explaining saying "I have simply explained how the fixed rate works and that it is nonnegotiable". If that was so then I wouldn't have to ask. I still have questions but I can't go back and forth with these people to get my home loan sorted. Apparently these advisors can't make calls either because they are working remotely. What nonsense is that. So if I have multiple questions I must drag the process out through email and still not get the answers I want. Ridiculous coming from a No.1 bank (apparently). I am tired of dealing with such inadequate customer service. At this point I am ready to take ABSA's offer purely based on the customer service I have received which has been much better than this.