FNB hidden cost

I called FNB to query hidden cost on a monthly loan. According to the call centre agent (who put me on hold for more than 15 minutes) FNB does not need to disclose these costs which is ridiculous. I requested my contract where it was stated and after 20 minutes on the phone where I was once again placed on hold I ended the call. I have never received a statement from FNB. Horrible service from FNB. I am suppose to be a private client but this means nothing as my private banker is NEVER available. I am definitely considering to move my business somewhere else.