Unbelievable incompetence and frustration

I have been trying to access the surplus funds in my Flexi Homeloan for 3 weeks. I have logged numerous complaints and have spoken to many people in an attempt to access my funds through my Online banking. This week, I was sent a form to complete to manually request the funds which I submitted with the supporting documents. I have now received a response from Homeloans to say that I should be accessing the funds through online banking.

I have had enough of being pushed from pillar to post and having to explain my situation over and over again. Can somebody in FNB please sort this out now!