FNB do you actually answer your phones or are they there simply for decorative purposes?

I was contacted by TransUnion stating that FNB home loans had asked for a credit report on my account twice over the past 3 months. I have never asked for a home loan from FNB. I have tried contacting FNB a number of times in this regard. The 2 times I managed to get through, the person I spoke to stated that they had no knowledge of the matter. I then asked to speak to the ***** department as it seemed to indicate that there was *****. After have been cut off 4 times , I simply gave up.