Terrible and *********** service provider

My previous house was settled with Fnb home loan department on the 24th November 2022, i then requested a settlement letter on the 25th November 2022 and indicated to them that i want to use the letter for stop order cancellation from my employer before the payroll closes on the 2nd December 2022 and FNB advised that it takes up to maximum 5 days to issue a settlement letter. But they only issued a settlement letter 10 days later and my employer payroll was already closed, Now another transaction went through yesterday on the 19th December 2022 and Fnb is saying the money will reflect to them after 5 days and they will send it back to the employer to reflect as suspense account, Therefore due to December holidays it will mean for my family we wont have food on the table since fnb will be expecting me to the another R18 000 for the current house, yet they will be busy enjoying Christmas with their family. I have asked Fnb to come up with a solution since they're the root cause of all mess but they are refusing to assist. now i have to pay double the instalment for the other house that i do not own due to their incompetency to issue settlement letter in time and they are further going to penalise me on eBucks.