Dumb as a bag of rocks!!

I have a jointed home loan with FNB. Only I receive details about the account where my mother is the one paying and they refuse to speak to her or call her and I don't have the details. Spend a half an hour on the phone with someone that has no clue what to do, eventually he said he'll put me through to someone and then hung up the phone. I'd appreciate it if you can phone the correct person. It's every month the same thing. You call me, I give you an alternative number but it still doesn't sink in!!!!