FNB poor service

Very poor service.Struggling to communicare with Fnb Loan Collections on *** for an hour just to make payment arrangements.One would think that they would have upgraded their "incoming calls line",considering it is people who are urgently wanting to make payment arrangements with them to avoid defaulting-But they are quick to call you once you have defaulted which could have been prevented had they answered their phones.Everytime I get cut off when they need to answer. Even the App's "Secure Chat" is ineffective because they want you to call in anyway(When they do decide to respond to your chat)-So what is the use of Secure Chat