fnb how can we help but they can't

we logged a complaint on hello peter and our reference number is 684278 and we still heard nothing from fnb regarding the mix up loan they gave us... and no one is willing to help as the trainee made the mistake in giving us the incorrect info and loan... now we must suffer for her mistake and fnb refuse to correct the mistake and only offer I take another loan to cover the one and with more interest.. how is this possible they say they are there to help you but if you talk to them they just say there is nothing we can do to fix it... it was not my mistake