FNB Personal Loans- No ethics!

So I made payment arrangements, and was told to make another arrangement in the new month, when trying to do so I got a sarcastic rude agent Malebone when asking to escalate as the values don’t make sense to his manager he just ended the chat, about aweek ago I an email with a letter of demand so I rep**** immediately with screenshots requesting a manager call me, so today I got a call from Kgotso not a manager, but he let me know that he sees an arrangement was made and the call must of been a mistaken to which I said I don’t think so and wanted to explain the situation and get this rectified, however the call was hung up, when calling back over 4 times and an agent actively picking and exchanging pleasantries they hang up and push me to the rating system.

I would like someone to call me in personal loans who is a manager/supervisor so that we can straighten this out please!