FNB Loans - Terrible Service

I have received terrible service with FNB. Trying to communicate with their loans department for the past few months is an absolute nightmare and my queries never get resolved. Today alone I have held on for over 51 minutes on 4 separate calls trying to reach their loans department, and I still have not spoken to someone to resolve their errors, not mine. I have settled my loan with them 2 months ago, according to their settlement letter and today I receive a form 27 payment mandate. I think they need more qualified people in their loans department, I've had it with them.