Call avoidance?!

After calling several times over the past few days,I still have not had my query resolved. I received an text message from FNB offering a discount on the settlement of my loan account. I have called the number provided on the text message several times now and been placed on hold every single time. I then decided to go to a branch,where I was told that the only way to be assisted was to call. The consultant there dialed the number for me and this time around two consultants hung up on me after being transferred several times. I'm not sure whether it was call avoidance or if the calls were ended by mistake. All I want to do is get a settlement letter, with the discount offered so I can pay off my loan.