FNB Home loan private wealth is useless

I have logged 2 complaints both in the banking app and hello peter with reference numbers *** for the banking app and ***NF at hello peter, both this queries are not attended to and today when called to make a follow up, i was placed on hold for an hour until I ran out of airtime and when i called again my call was dropped, i am actually considering moving my account to another bank, with the high amount of fees we pay as private clients and my home loan is with Private Wealth, i am actually over getting the reference numbers.. i know nobody will call me back regarding this query.

They are failing to answer a simple question, why do they have contradicting reports on our linked FNB home load account, On my husband's profile our account is up to date but on my profile its in arrears.