Poor Service from FNB Homeloan Department

I'm receiving a very poor assistance from FNB Homeloans department, I have an existing homeloan account with FNB and i have a flexi access account which i could easily move the access funds to my normal transactional account with no issues, for the past 4 years if i try to access my access money i could do so with no problems, then somewhere this year in January i noticed that i could not access any funds on the homeloan account which i then enquire with FNB homeloan on the 5th Feb 2024, they then inform me that i need to submit an application form and proof of insurance as my property is in a sectional tittle. I then submitted the required documents and by the 15th all documents were submitted to FNB homeloans, for more than 10 days no reply or anything, when i follow up i was told the insurance letter i submitted was done on the broker letterhead it must be from the insurer then i requested the updated letter, which i sent, and after sending i was told my wife need to sign and she did but until today my money has not reflected i cannot access it, and i have logged several calls with different Consultants from FNB, they all tell me they are escalating but nothing gets done. I feel very ill treated as the funds i want to access are mine is not the money i owe them but mine and i also needed it for some critical things i had to do but even having said that to FNB consultants still my request is not attended to even today 08/03/2024 i still dont have access to my funds and i started this process on the 5/02/2024, this is poor service and i want other customers to know what to expect from a caliber bank of FNB, not to mention i have been banking with them for more than 19 years,