Incorrect information by fnb

I was not told by Fnb that there was a cost, when I queried protocols of wanting to pay off my homeloan. I asked more than once regardng the procedure and if there were any other costs involved.

I was given the amount outstanding and the timeframe that amount was valid for by more than one consultant at the homeloan department. When I asked when and how will we receive the title deed, I was Informed that Fnb cancelation department will call and make the necessary arrangements to receive the title deed.

I thereafter received by email information and informing me that a specific attorney was allocated to cancel my homeloan, and all cost incurred is for me. Few hours later received a call from the attorney requesting documentation without discussing and cost. Battling to get to speak to anyone that can help regarding this at Fnb.