Pathetic service from multiple service consultants - leaving bank

I have had the most unbelievably poor service from FNB - specifically in the last 6 weeks. I have been with the bank for over 40 years (since the days of BOB accounts), I was a Wealth customer (they 'upgraded' me) for a few years until the poor service and high fees there for zero additional value prompted me to downgrade to a Premier account again. I took out a Covid loan last year for around R70k when my wife was struggling with her business (as I was entitled to do) and FNB decided to remove my flexi facility on the home loan (which I have been paying faithfully for the last 11 years with no missed payments) without informing me. After speaking to almost 20 'consultants' and numerous emails backwards and forwards I have been informed eventually that there is a (non-obvious aka legalese) clause in the Covid loan which prevents me accessing other funds (which I could always do). the Covid loan was a cheap stop gap for when our family income was down but now that things have settled I am paying all outstanding loans/accounts monthly as per the last x years having been with FNB. I need to access home loan funds to fix a couple of retaining walls which are dangerous and need replacing on my property - FNB however have decided that the R70k Covid loan justifies them not allowing this on a AAA+ credit rated customer. Bye FNB, thanks for all the (lack of) service - hello Investec!