FNB connect

I have been trying to resolve my fnb connect payment i made on the 31st of July ... none of these agents know what to do but they were damn quick to pull and send over a settlement agreement which i honored and paid... now i have been pn the phone for more than 2 hours and no one can direct me or get me the assistance i need to go forward and clear the payment... This is the poorest level of service i have recieved throughout my entire term with FNB.... i dont know what training is being provided or wether they need to review the person they hire.... im basically trying to settlement my connect account and then move my income back to them but that seem to be impossible and now where i stand i dont think i want to deal woth people who dont know what they are doing