Does FNB still have a QA department that monitors their staff?

for the last 30 minutes,I have been trying to talk to FNB calling numbers: *** & *** & all that happens is they answer, u can hear the person at the back doesn't know their phone is on then they hang up or the other advisor transfers you back to the queue. I need help with my loan account pleeeeeeaaaaaaassssssseeeeeeeeeeeee