Poor Service from FNB Home Loans

I made an error transferring cash into a home loan account which didnt have a flexi facility to transfer the cash back to my cheque account. After pleading with the bank to help me transfer the cash back, I was informed that the only way to get it is to apply for a flexi facility to transfer the cash back myself, mind you I didnt need that facility. The account had a flexi facility before which was taken away 4 years ago because of a debit order being late by 1 day. In terms of the contract, my understanding is that a debit order is late if not collected within 7 days after month end. In any case, I had to go through the pain to fill in the forms and ask the account co-holder to also approve the application which was done some two weeks ago (if not more than 3 weeks). When I follow up with the bank to find out on the status of the application, I was informed that they need to get hold of the co-holder of the account to verify. All FICA documents were submitted as requested. Furthermore, the co-account holder has already responded to the bank via her work email (from another bank) to confirm that she is in agreement with the request with the bank for the funds to be returned to my cheque account which was deemed not enough. She agreed to sign the flexi application form and returned it to the bank via email. Still thats not enough for verification purposes. I asked her last week already to respond to the call from the bank to verify the application and she agreed, Im just not sure if the band did get to her again after failing to reach her when she was busy with her work commitments. Here I am stuck. A flexi facility is not even a credit facility to loan cash from the bank but a facility to be able to transfer extra cash paid into the home loan account back to the cheque account. The irony of all of this is that I do have another structured home loan facility with the bank, with the same co-account holder and have never used it inappropriately or in a suspicious manner raising flags for money laundering. I just dont know if this is the standard of service in general from FNB Home Loans or is this standard only app**** on my case. However, I do know that when I app**** for the 2 home loan facilities with the bank initially, the process was swift with no hicups. Now that I am asking for my own cash to be returned to my cheque account, its a long process. The controls in this case are ineffective. Home Loans can do better when dealing with existing customers. Dont do well to take on new business, give the same experience when dealing with existing facility issues. My accounts have never missed even 1 month of debit order even since I have had my first home loan facility in 2014 at which point I was a head in one of the divisions of the bank.