Have to Opt-in to Marketing to receive assistance?

We have two bonds with FNB. We have now successfully app**** for a readvance on our one property but after a week we have still not received a payout and the last reason given was that we did not opt-in for marketing. FNB already lost our main bond because we moved it to another bank. You currently have two of our other bonds I am seriously considering spending the money to move the other bond to another bank because your service is so bad.