Pay out at fnb bank

Good day hello pete Pls assist us. My husband ernest khanyile has been applying for his home loan refund frm fnb bank since frm the 13 of june,his been up nd down evryday to de brach at benoni lakeside mall,at first dey told him we should wait for 7days de money will be deposited into his acc, we waited until dat 7days, nothing, wen we call dem they always saying de is the document u need to attach, his sending those documents,we wait for their respond, nothing until he call dem again, they r telling him to go to de brach nd verify her finger prints since de cnt verify his signature,we did that, since today is stories after stories, his been going to de brach evryday until tday, his id number :*** Pls assist use, we have been emailing nd attending de brach for a month nw Thank u