My experience with FNB has been atrocious throughout the years I've been with them, particularly when it comes to bonds.
Most memorable were a spate of times when they told me I couldn't afford to buy places as I didn't have enough income. Ended up paying cash. Their private banking support is also fairly useless, especially considering the fee's they charge. Even HSBC is cheaper than FNB, and thats saying something.
To be honest here with you, someone who works with me had now a 3 months nightmare with fnb HL as-well. I gave him a very high up ladies info, and its sorted within 120 minutes
In some cases in banking, its who you know... (as in the pro’s at the other end who isn’t just sitting a chair warm, getting paid a salary).
Look, in my case also, they told me I cant buy another property (while having 3 paid up bonds). Its rules! The bank sees anyone with paid up bonds savvy. But not everyone is committed to save. I could buy nice flashy cars with my paid up bonds.
Its all about how you bank (your history).
And the moral of the story on my side, if the bank dont want to offer me another bond, or say close flexi’s, the answer is

ay cash (and that is what I did).
The statement on fees, come on, picture it was for free, what chaos that would bring. Give the bank a few peanuts for using them