One Account Migration Headache

So, at the beginning of December, I received an email from FNB Home Loans that they are migrating all One Accounts to regular Home Loan accounts. I responded to the email and received a call from a Home Loan consultant. Unfortunately, this consultant, although willing has been unable to answer any of my questions without referring them and after 2 weeks of discussions we are no further than when this process started. Besides this, emails are sent from an external source. (So, is this project even legit?) If it is, perhaps decide how to communicate with customers, so that we can gage the difference. As, you are totally disrupting my life with this migration the least you can do as a bank is assign someone to this project, that is able to answer questions off the bat and recommend alternatives. As, this change is supposed to be finalized at the end of February, can someone that actually can answer questions and make decisions make contact.