Appalling service

I submitted an online complaint regarding an issue I have been encountering with my online banking, apparently I have no profile or rather I have multiple profile and I don't understand how is that so because the account was closed a long time ago I don't know how is it now resurfacing causing an inconvenience for me, this has cause me frustration, attempted to go to the branch and the lady that assisted me at the century branch in Cape Town, she referred me to a consultant as she said she is unable to help me, I cannot afford to take time off I have done my best to visit the branch and that yielded no good, Thuli Mahashe I think she's a complaint specialist tried calling me but I was at work at the time she called but managed to get in touch with me, however i found her conduct rather appalling, when dealing with an irate customer you empathize with the customer its a skill that she lacked, she spoke over me most of the call, not taking what I was saying, she had an irritated tone I advised of what I have done to try and salvage my situation but I had to end the call because I felt disrespected and not being valued as a customer, I don't recall any apology from her I am very disappointed with FNB