Pathetic service from FNB

I have never received such pathetic service as I have with FNB.

Our house payment went off on the 2nd of February 2021.On the 3rd of February we received an sms thanking us for the payment, but on the 4th of February we received another sms stating that legal action is being taken against us because of non payment, I contacted FNB to find out what the problem is. A very arrogant employee told me that our premium is R10146 in arrears. I asked her to send me the statement so that i can see what is going on. She sent the statement through which shows that we are R340.42 in credit. I phoned her back and she couldn't tell nor give me any proof of where the R10146 came from and told me to read the statement.

My husband recently got retrenched and when we tried to make arrangements to lower our premium or just put it on hold for a few months, FNB told us that do not allow it.

What I also don't understand is that we bought our house in 2012 for R590 000,since then we have been paying R9704.28 although our premium is R8978. We have been paying this amount for 8 year and we still owe R548 000. The current interest rate in SA is 7% and FNB still charges 13%. The amount that we are paying per month is ridiculous and at this rate our bond should have almost been paid off . I would love to have this matter resolved as soon as possible.

Thanks