Worse terrible service

I have experienced worse terrible service with SA home loan. My bond became on arrears after the interest rates went up, then I sent and email requested that rework my contract by adding 2 months to cover my arrears, they agreed and also sent me email. After that my bond is being paid in advance but now when I need to redraw they are telling me that there no money for redraw. They are failing to explain where was my going to because I have been paying more extra on my bond. This Lindokuhle consultant was not helpful on my issue even though I tried to explain to him. They gave worse terrible service ever, and wasted my airtime on the phone for over 30 minutes. I need to redraw my advance because I have been paying more extra, my bond is R6100 and I am paying R6700. But they have guts to tell me that there's nothing on my redraw. Worse service, if they don't solve my situation, I am going to switch to another bank for my bond.