Disappointing and unprofessional practise

I recently was handed over by FNB, and although most of this is due to the debt company being useless. I have found it rather annoying to have to repeat myself several times a week to the same people and make the same arrangements now seeing they charge an exuberant amount for over calling. Even though arrangements be made they are never recorded. i recently made a payment and not received an email notification. After calling their branch and speaking to Jeanette Gumbi and having my call dropped i eventually received the information. I also found out after viewing the statement that i have been charged for calls, when I am calling in? I feel for an organization as big as FNB this is not an appropriate method of conducting business. Not cool FNB