FRB/FNB non existent service

First Rand Bank controls FNB credit Cards. So recently I re-app**** for my home loan. First I got a risk 3 then I sent proof I19 and 17 documents as proof. Mind you as I was on debt review at the time this should be normal. So then I got a refusal for the loan due to 2 credit cards that was paid off but had zero balances. Take not all my accounts was paid off with in 2 years including my home loan. I also paid FNB a set amount the last 5 years to keep this account open for incase. So I contacted FRB to remove my Credit Cards that has been paid of in full from the system, it is now more than 5 days just a acknowledgement they received the document. The prepaid money they have, as I understand it is money paid in to much, they are not paying out. So this is a constant battle with FRB/FNB. Here I am just wanting to get on with life. My advice is don't do debt review(wich is the most grown up thing you can do when you are in trouble) or alternatively be careful with who you bank with. At FNB it would seem you pay for services you will be refused and even paying of every cent you owe them will be held against you.