Shocking service from FNB Home Loans department

I had a homeloan account with FNB since 2005. The property concerned has been paid off more than 10 years ago and I have just been paying the monthly administrative fees iro this account. I app**** for a reasonable small amount to be withdrawn from this account almost 3 weeks ago....and this application has still not been processed. I filled in all the required forms upon my application and NOW ONLY, ( 3 weeks later!) I receive an e mail stating that they cannot pay out the funds as I have R 48.25 credit in my account and I must first fill in another 4 page document, produce my 3 months bank statement and ID again, in order to withdraw myu R 48.25, before they will consider my "Applcation for payout of Funds" of this small loan I am requesting. Thankfully I dont bank with FNB and have my personal and business accounts with another bank, who is far more competent and service orientated. I will keep Hello Peter readers updated as to when and if ever FNB will attend to my application.