Disappointed by unhelpful consultants

I spoke to two of your consultants, first one put me on hold for 15 minutes and without helping me she told me she was transferring me to one of your senior consultants... to my disappointment I was put through to IVR again to give my ID again I got to a second lady who was very rude and belittling towards me and made me feel like an intruder at FNB, she told me to call again or go chat on the app... my question was after spending more than R110 of my airtime where should I get airtime to call again she she works and ***** department and I should stop calling there which I was transferred by one of the constant. My query was credit report was updated that I owe R2186 in April and I'm in arrears but I know for a fact that I paid all the loans I had last year.. ref TLN***... sad part I trusted FNB... I have a Cheque Account, stockfela account, Life cover and funeral cover but I'm looking to move over everything as soon as possible... thier names Jabulile and Lushaka