TERRIBLE SERVICE (FNB PENSION-BACKED HOME LOANS)

I have app**** for a pension-backed home loan from FNB, I sent in all my documentation as required. The first time I app**** in January the turn around time was 3 days when I received a decline letter, based on affordability. I then called in and asked whether I could send in a guarantee letter from my attorneys that 2 of my big loans would be paid, the reply was yes! I spoke with my attorneys and asked them for a letter of guarantee and also received a letter from the other attorneys for the breakdown of costs that is needed from my side to complete my transfer of new home. I then proceeded to re-apply with the new document and all the aforementioned documents along with all other documents required including a new payslip and a letter stating that my salary has gone up. After a few days, I receieved no response from them, I then proceeded to call for information on what the hold up was, I was told that they need paid up letters, I said I cannot provide paid up letters as the accounts would only be paid on transfer of the property as per the guarantee letters from my attorneys. Yesterday I went into the Century City branch to see whether they could assist. Mischka Abrahams at this branch tried so hard to assist me she even missed her lunch. When she called into the call centre to find out what was needed, they then proceeded to advise that they needed paid up letters form two old accounts that was held at FNB. This was the first I have heard of this, in no correspondence have I ever been told this. I was in the branch for over three hours trying to sort this out. By the time I left, it was too late to call the call centre again to get the paid up letters. I have to get funding by 8 March otherwise I would lose the house I wanted to buy, not only that I lose my current house as it was sold cash. Myself my elderly mother and my daughter (who is on the spectrum) will be out on the street soon because of the bad service I have received from FNB. I am now on the line for over an hour trying to sort this out and praying that this would now be able to be resolved. This has really been a horrific experience. I am really at my wit's end. I really need help and geez I'm not getting it, except for the two lovely ladies at Century City branch and the following people who listed to me today and did their best to assist me, Lesego Matlhoko and Karebo Sebati.