Agents not equipped to resolve complaints

Iam so disappointed in the service from FNB. I have a query relating to my credit card and each person I speak to disconnects the call when they realise that they cannot resolve my issue. Ive been trying to find out why I was not allocated any credit after paying the monthly instalment on my credit card and no one has been able to assist but instead hang up when they cant answer my questions. Ive been with FNB for years and this level pf service or the lack thereof is really disappointing.