What a joke FNB have become.

My existing 20 year bond term will be complete in March 2025. Two years ago I paid the remaining amount into the bond, which meant I have only been paying a very small fee to keep the bond open. Which means there is still an amount in my bond to cover the repayments up until the end of term in March. I recently bought a second hand car and was advised it might be a better idea to get a re-advance on my bond as the interest rate is a bit better and the term will be longer. I have been a client of FNB for 35 years now and what an absolute joke it has been in the application process. Apparently its a 7-14 day turn around time. Well lets start here. I app**** on the 28th September 6 page document on the 29th I get an email back another 4 page document I must fill out because there is a credit due to me so I fill that out. Monday 30th I call to ask what the refund is for and get told I must with draw all the monies in my bond - no explanation so i do so - I call again on the 3rd September to ask why I was told to take the monies out and the gentleman says he doesnt know I must put it back so I transfer the funds back into the account with interest that has now accrued. I then get an sms to say the advance is approved pending my home valuation. I then speak to Zanele on the 14th October and I get told that I have to take the monies out of my bond - so that I can pay my three accounts being, Credit card, Woolworths and Truworths - not a large amount owing. So I tell Zanele this does not make any sense taking money from my bond to pay accounts - when I still have 5 months for that money to pay off the bond. Zanele then explains to me that I need to pay off my accounts and that there should be available funds in the bond so that they can advance me the full amount of my application. The house get valued on the 18th October, on the 19th October I received and sms to say valuation done - there are outstanding documents. No email, no phone call from anyone at home loans - so I call to ask what documents are outstanding only to be told they need proof that my accounts have all been paid off. I send through the proof of payments to Zanele. I call again this morning to ask where we are in the process only to be told that I now need to close my 3 accounts and that they need a gas certificate for the home. The gas certificate is not a problem. The communication has been appalling to say the least. Moving the goal post at every opportunity - we are 24 days into the process and still no answers. I have never defaulted on one payment ever, yet the bank seem to treat me like a ********. It was never disgusted with me that my accounts had to be closed. All I was informed that I needed to move the monies out of my bond in order to qualify for the full amount. FNB have become a joke.