COMPLAINTS DIV: EXTREMELY UNEAGER TO ASSIST

As an update to my previous post, the Complaints Division contacted me regarding having my credit card account 'Transferred to Legal', even though payment was made as per the telephonic arrangement made with FNB (to which they assured me summons would not be issued against me should this payment be made). The agent stated that my account had been transferred to legal even prior to FNB contacting me in the 3rd week of December and there is nothing they can do to reverse this. Why then did FNB themselves contact me to make payment arrangements when the ball was no longer in their hands? On my FNB statement, there is also no indication of the amount I had paid as per the arrangement made. The full opening balance was transferred to legal (statement dated 7th January 2019. The agent told me she sees payment was made, but upon questioning her why this amount was not reflecting on the statement, she was unable to answer and stated that 'perhaps'it will show on the legal side. Worst of all is that this legal entity has not even contacted me as yet to try to make the necessary arrangements, more than a MONTH later. When asking the agent when I can expect a call from them she was unable to say and simply stated she will send an email to them. I asked for their contact details, which she refused to give me. She stated she would email them to me within 10min, which obviously never happened. The client service of FNB is truly laughable and the agent I spoke to had an attitude and was of no help whatsoever with a 'don't-make-your-problem-my-problem' attitude.