bad service head off

all i needed was a settlement account for my account that was handed over to legal i have been calling for over 3 hours now and every time i get put through to another department, even called head office itself and get put through to a branch consultant like honestly how difficult is it to just put one through to the correct depart it not as it no one knows the LEGAL DEPT. i have received 10 different telephone numbers to call and each one came with its own problem i truly thought that FNB was on it top game but it seems as though i was wrong the service of this bank it extremely putrid PUTRID but the minute you owing them something they are quick to call you and take you money.. I'm sick of this all i wanted was a settlement letter is that to much to be asking for??