FNB doesn't care about customers

I have a problem, I logged a complaint before and a lady by the name S Malewane called me and we had an agreement that I have to pay my account on a fixed amount. She promised to come back to me and she never did, I tried calling her but she's not answering my calls and she's not coming back to me. This morning I received an email from someone that I never spoke to saying that my request was unsuccessful I have to pay more than the amount I requested. I called FNB again this morning I was taken from pilar to post, my last conversation the lady promised to come back to me and she never did. Now I'm hanging I don't know what is the status of my account and how much I'm supposed to pay from now going forward.