FNB collections department

Fnb collection department is very very useless, been trying to get through since 8am this morning but no avail, all i am trying to do is to get my settlement amount on my account with them and have it settled, i am being taken from pillar to post, next thing a person will be blacklisted, i have called the ********** number and spoke to Thato and Brilliant who then transferred me to a different department and i held on the phone for more than 30mins, i then called in again, then someone picks up and drops the phone, how is it possible that a call center be unable to take calls for the whole day?