Terrible service

I am being given the run around by FNB when I want to withdraw extra funds I have put into my home loan, first I was given the incorrect form to fill in, then waited for the turn around time to end, received no correspondence. Then I was given incorrect information wrt how to gain access to the funds, again only was rectified when I called in. I have now submitted all the required documents and extra documents to prevent a delay however FNB still finds a way to delay the process and request for fica documents already in their possession. It's now 10 days since my last submission and still no feedback, I called the call center now and your agent asked me to wait on the line while she calls a Manager, it is 45 minutes later and I am still holding on, is bad service the new norm for fnb!????