Disappointed with FNB. Very upset

I am very upset with FNB, I was at the branch for hours yesterday trying to close my account and also pay off a revolving loan that has been in arrears. Today I've wasted so much airtime trying to get help for paying off the loan but no one knows what's happening with it. How can you not know what is happening with the loan. I want to close it and negotiate so I can pay it off today. But maybe they enjoy people being in debt. Don't get me started with just a simple call to legal, it takes decades and the phone keeps going off. I'm upset and this is why I want my account closed with them