cannot get assistance in person though call or app

Good day,

I attempted to go into FNB Horison View - when I got there the ticket machine would not print, I tried again and used SMS option, that did not wrk either I then went to sit down it was fairly empty a lady approached me by the name of Lorinda who is the Universal advisor who asked what I was there for I mentioned I would be going on maternity leave soon and would like to make a payment arrangement on personal loan she told me to call on the app I said I have never had luck on the app, calls cut call back at in opportune times etc, k before I can finish she tells me can I not call now, and again I said I would prefer to speak to a person she said they will just call on my behalf I said thats fine thats why im here to avoid having to go hello peter route due to app complaints and ive had numerous she says she does not want me to wait unnecessarily I said again the bank is empty I will prefer to wait she was very dismissive eventually I said ok you refuse to assist me its fine I will leave and have to go this route, when I mentioned this then only was she willing to assist I got home, I have been on hold with personal loan department for 28 minutes (have screen shots) and the call cut I tried to call again, was one hold for a further 15 minutes and call cut again. I am not sure how to go about getting in touch now for the assistance I require as I cannot get through telephonically, in person or though the app. could someone assist me please?