Worst customer service ever!!!!!

I am really speechless! I used to have a flexi option on my home loan to access additional payments that I make. Then FNB revoked it because for some reason my debit order did not go through which I really question because I always ensure there are enough funds and also I have ALWAYS been in good standing with my accounts.

Then I paid a lump sum of R180,000 into my home loan account and they still took an installment. At this point I have realized that I do not have a flexi option available anymore. On 3 February I made contact with FNB Home Loan via the messenger app and they told me I had to apply for the additional payment to be refunded and for the flexi option to be reinstalled.

I have completed the documents sent to me and the installment was reversed, but the flexi option not re-implemented. I made contact again on the 1st of March to ask about the flexi option and was told to submit a copy of the structural insurance. I asked where I needed to send it to with zero response apart from "thank you for your chat we had no further response from you" and the chat was ended. On the 4th of March after other attempts to contact the home loans office I tried the messenger app again. Then I was told to complete a flexi form and send an updated policy schedule to Hocchanges at FNB which I did the same day and I also included Relationshipcentre at FNB. This was I received ZERO response from pleasehelpme at FNB and fnbloans at fnb and homeloans at fnb and Bernice Ryan at FNB.

Today (8 March) I contacted home loans again on the messenger app and GUESS WHAT!?!?!?!? They can't pick up my application!!!!!

*** must I do to get access to my funds?