Bad service

I called ur loans department and talked to the lady called kgomotso as I was requesting a settlement amount on my personal loan and prior to that I struggled for days getting through to the loans department as the call kept cutting n the agents dropped the calls,I finally managed to speak to K****tso who promised to forward me the banking details I will be paying the settlement into and till today I have not received and email.i am very irritated by this as fnb is a big bank and I was expecting a good service with my query.