Disappointed & frustrated

I'm quite dissapointed in the Service Consultant i spoke to by the Name of Nthabi from FNB home loans , i was 30 minutes on the call while half of that was spend with her on hold and the reminder left me hanging on the line while trying to resolve my debit order for the home, loan i requested her to escalate so im contact she said she is unable to as my account has a legal status and its not lifted 60 days after paying my arrears of. Application of FCR & TCF seems its a bit of an issue. 6 years with you guys never received such foul service, hope this is dealt with promptly. Call time 11:59 am till 12:30 . No resolution or way forward.