Passing the buck - Home Loans

8 August 2017 I received a phone call from Annette Mazibuko at FNB Home Loans, informing me that my bond was fully paid up and it had to be cancelled. I advised Annette not to close my bond because my house is insured with Outsurance, and that they debit the premium to the home loan account on a yearly basis. Annette informed me that I have an option to transfer your home owners cover to be debited directly from your personal account or apply for R100 000.00 bond which may not be approved. The last option is ridiculous, who on his right mind would agree to pay cancellation fees and bond fees to solve a yearly payment of +/- R9 000.00. Later in the day my wife, Marianna, received an e-mail from Annette (with attachments "for request for cancellation" and "change of debit order") informing her that the account was closed. I did not request the closure of the home loan account and strongly object to the payment of cancellation fees. I have been a customer of FNB for over 25 years, I have: a current account, credit card, money market account, two business accounts and until recently a home loan account. However, I may have to switch to another bank because FNB's slogan "How we can help you" is no longer working for me.