Std Bank does not want to give me access to my homeloan extra funds

Standard bank debited me twice in March 2018 on my homeloan. So I left it at that. To cut the long story short, std Bank does not want me to access my money on my homeloan account.. I think they call it express money or something to that nature. I advised standard bank when I lost my job a while ago, I told them that I have placed a tenant in my apartment to pay off the bond on my behalf. SA PROPERTIES is the agency handling my unit. They pay money received from my tenant straight into my homeloan account. I was at standard bank San ridge branch yesterday as I was advised that in order for me to access my money from the homeloan account, I will have to have an account with standard bank. I opened the account yesterday, then the consultant could not, for some reason link me to it. It gave her an error. She put me on a call with the homeloan dept and they said I cannot access my money and they can't activate it because a debit order needs to take place. I am unemployed!!! What the hell am I supposed to do now? Why take me from pillar to post and not tell me on the word go that my acc needed to be debited? That extra money is my money, and I am entitled to it whenever I need it. Times are tough. I am enquiring of it now, now that interest rates are low.. I am fed up with this, as I am not given clear direction on what to do. I am highly frustrated as my bond is paid up every month. But they don't want me to access my money when I need to? I am very disappointed. Surely there is a way I can get my money even though my homeloan acc is not debited. I used to think highly of you, but now, I am extremely disappointed and annoyed by this incompetence