FNB poor from when I banked with them and ever worse since

FNB debt review centre does not reply to emails since over 8 months ago. I pay my debt review and have done so for over 3 years yet my balances do not seem to decrease at all. My debt counsellors have reached out to FNB but they dont seem willing to assist in anyway. I have consistently paid and not missed a single payment yet FNB '' how can we help you'' doesn't live up to this at all