Gross Error

I recently app**** to access my prepaid homeloan funds and increase my monthly bond premium, as well as inquired on the new interest rate after I increase monthly premium, On 2 occasions was sent firms which I filled in last week and emailed to FNB, there was no response only automated email delivery, today few mine ago received phone call that wrobg forms were sent to me and tge interest rate can be communicated verbally which I disapprove of verbal communication. It is with great dismay that such gross errors can be made by such a reputable bank