*********** service on 2nd loan application/registration process

We app**** for a second bond on our existing homeloan in November 2017. The whole experience from day 1 has been horrible. After sending the initial application documents, we made an enquiry 10 day later as to whether all documents were in received and in place. FNB housing finance advised they had received the email, but not the attachments; all cc'd parties have in fact received all docs. We resent straight away. FNB hf advised we are obliged to use their specified lawfirm; after another call to FNB hf the consultant said we can use any firm as long as they are registered on the FNB hf system. Why was this not communicated properly from the start? Further more FNB hf also did not advise that the 3rd party life cover was not sufficient anymore, and that it had to be updated - this was only advised to us by the lawfirm. Once again, why did FNB hf not mention this, do they not know their own requirements? FNB hf initially said that we are obliged to have a stop order put in place for the 2nd amount, although our initial bond gets deducted via debit order every month. My wife made 2 phonecalls to FNB hf last week regarding this matter: she had to hold for the consultant for about 5 minutes. My wife then requested that the consultant hold for a few seconds, the consultant rep**** that she cannot hold. She was not helpful at all. When she made the 2nd call regarding the debit/stop order issue, the consultant said that we are allowed to use a debit order, but did not want to send an email confirming this so we can forward to the lawfirm as part of their instructions, but only said we can use her name as reference! She also said that the stoporder doesnt have to be signed by an employer; the lawfirm confirmed that it indeed has to be signed by both employer and employee. It seems FNB hf does not understand their own requirements! This whole process with FNB hf has been horrible to say the least. It has also caused me to lose income, as I work on a freelance basis, and only earn when I work. The money from this 2nd amount is to be used for a deposit on a vehicle: a vehicle that I already pay insurance on, will be paying the first installment for on the 1st of Feb, but cannot drive yet due to the *********** service/lack of knowledge about procedures from FNB hf causing so many delays throughout this process. My wife wanted to move her accounts from another bank to FNB, but will not be doing so anymore. I myself will also be moving as much of my accounts/investments away from FNB as possible. They are quick to charge interest and take your money, but when it comes to service, they are nowhere to be found.