FNB does not want to help

FNB refuses to update my credit record correctly. They state my total balance due is my monthly installment, which all credit providers now receive, immediately blocking me for applying for credit because of this incorrect information. The account has been paid monthly for years with GLA, with regular increases, and despite being in arrears because of Covid, which they acknowledge and understand, FNB Legal Department shrugs it off and says they will only update it when the account is paid in full. So I cannot apply for any consolidation loan anywhere to close it because FNB is not reporting my installment to the NCR. This is *****ulently sharing false information about my credit profile. Your chat service is beyond pathetic, being passed around from one to the other person, getting "I'll be with you shortly" replies every 3 minutes for 30 minutes straight, then getting disconnected and having to restart again, only to be passed around some more. FNB fix your house, you clearly don't bother with your own slogan HOW CAN WE HELP YOU. You don't want to help, at all it seems.