Unhappy customer

FNB home Loans with their bad service 1st I phoned 2 times and a lady by the name off Nokuthula answered the call and kept saying she can’t hear me the line is bad, phoned again she answered before I could even start speaking she’s saying the same thing that my line is bad, but when I phoned for the 3rd time my call was answered a guy answered he didn’t even complain about my line. Fine that was the small problem I have now here is the issue I have a home loan with FNB and I’ve been paying extra so that when I’m in need of money then I can asses it and be able to use it, now it’s December I need to buy clothes for my kids I’m low on cash I decided to phone FNB so I can access the extra money that is on that account but I’m being told I can’t since I’m under debt review, I mean why because I’m not looking for a loan or anything but my money that I paid extra on the account that’s all I need not a loan.

But they telling me no I won’t get my money it really doesn’t make sense to me what makes it worse ever since I bought my house with them I never skip even a single payment my account with FNB Home loans is up to day with extra money that I paid now I need that money to be transferred to my account so I can use it it’s a problem, I’m really disappointed with FNB, everyone is struggling financially due to Covid 19 I’m one off those people and all I need is my money that I paid extra what’s worse I can even see it on my app but I can’t access it, fine I don’t qualify for prepaid option or flexi account that’s fine then someone must just transfer the money and not open the prepaid option since I didn’t qualify.