Disgisting service

I went to Sunny Park branch on the 20 /11 /2017 wherein I app**** for a Connexis phone and it was approved. The consultant helping me told me that yhey are going to hold R1500 from my account and if it happens that I am unemployed or unable to pay the account then the R1500 will be to settle my account then I don't owe FNB anything. That to me was not a problem. In 2018/07 I was retrenched and went to Centurion branch to ecplain to them then they said I call them I did that several time and will always be on the phone for over 30 minutes with no reply. Then decuces to send email without any respinse. Today the 09/02 2021 I went to the branch wherein I got a different explanation all together as i said I want to reinstate my cheque account and they told they can't settle the account as the money is just ro pledge not to settle the account. I got the information in 2017 then in 2021 things have changed. I want to know a way forward on this as it is ruining my credit record and nothing is being done about it after several attempts to resolve this. The consultant at Mall at Thembisa was so rude to a point that sge even wanted to fight me in front of her senior telling me that sge is not going to take sides between what I was told and what she knows, but kept on saying that she is sure the consultant did not say what I am saying. The question I asked her was where did I get all that I am saying if was not told as I am not working for FNB at all