Pathethic customer service.

Is it simply possible for a bank like FNB to treat a customer of 25 years plus like this? I paid off my home loan account beginning of April. I wanted to take an amount off my home loan account to install solar. This could not be done, as I still need to pay the full amount, (as per my full outstanding amount) even if I only take an amount of R100 000? How does this make any sense. The online chat is useless, and will not make any attempt to even try and assist. The only thing that they send me is an email, with no email address to respond "application for solar" This is not my question!!!!!! Ends the chat abruptly without me even having an opportunity to respond. Rude, very little customer service, and no empathy for me as their long standing client. Pathetic. Do not even try and call their Home loan department, you wait 15 min with no one answering the line. Also, do not ask for a manager to contact you, that never happens.