FNB you owe me a house

I am still waiting on a resolution for my so called "high priority" complaint logged on 26 November 2020 - I got a nice email promising that I will be contacted, and still absolute nothing. FNB is the cause of me not getting a home loan because the have not taken a loan off my name that I paid up in 2016. Absolute pathetic customer service, one person after the next makes more and more excuses without doing anything.