Bad Customer Service and attitude from Call centre

I recently filled out an online application for a loan with FNB. I was on another call and received an sms to say that FNB had tried to contact me and I should phone them. I phoned them back and spoke to a gentleman at the call centre who advised that he could not pick up my application on the system and would have to send me "upstairs" (whatever that means). I was put through to another department and proceeded to follow the voice prompts to new loan applications. I spoke to another call centre agent who asked me for my ID number and asked if I am an existing FNB client. I advised that I am not and that it is a new loan application. He typed in my details and was very distracted when I answered him or when he asked me a question. For example he asked me for my physical address, I rep**** with my address details and he said its not the same as the 1st one I gave. When I asked him what he meant by that, as this was the first time I had given my address, he dismissed me by saying "Nevermind" . I asked him to clarify because I was not understanding. He rep**** and said He has to transfer me to another department. When I explained to him that I had just come from another department who said that they couldn't find my information he told me that I should visit a branch to correct my profile because it is incorrect. I asked what he is talking about as I don't bank with FNB and I don't have a profile as far as I am aware. He said he can't help me and he has to transfer me. I said I would like a reference number and he proceeded to defend himself by saying he has to put me through to another department. I said I want to make sure that I go through to the correct department because I had already come from another department. And that I would like a reference number. He cut me off and without responding put me back in the telephone queue.

This is very bad customer service. I should mention too that he cut me off numerous times when I explained my concerns to him. I was rational and calm and he got irritated and was not listening.

I called in at approximately 15:50 and was rudely dismissed at 15:58. Im not sure how FNB can treat customers like this and hope to gain a good reputation.